IT Manager, Support Service

Duly Health and Care • Downers Grove, IL

16d • $85,617 - $128,425 • Hybrid

About The Position

At Duly Health and Care, you are supported to do your best work and make a meaningful impact every day. You will be part of a collaborative, physician-led team that works as one and puts patients at the center of everything we do. With a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, you are part of a system designed to deliver high-quality, coordinated care. Together, we create an environment where you can grow, contribute, and help improve the experience and outcomes for every patient we serve.

This is a hands-on leadership role requiring both strategic direction-setting and direct, day-to-day operational involvement in IT service delivery. Set strategy, establish goals, and provide overall leadership for world-class IT support of all end-users at all Duly sites. Personally engage in daily service desk operations — including active queue oversight, major incident response, and escalation handling — while providing management to the IT Service Desk. Achieve support performance goals set forth by leadership.

Requirements

• Bachelor's degree in Information Technology, Computer Science or related field.
• 5+ years’ experience managing a multi-platform, multi-location 24 / 7 IT Service Desk.
• Strong ITSM skills including identification, resolution and escalation of system issues.
• Strong knowledge of ITIL compliant service desk tools.

Nice To Haves

• 3-5 years of experience preferred in ITIL compliant service desk tools.

Responsibilities

• Manages the IT Service Desk; drives a strategic vision of service delivery by defining goals/objectives, up-training staff, building accountability, and coordinating cross-functional initiatives.
• Represents IT in leadership and cross-functional operations meetings, translating business priorities into service desk strategy and staffing/resourcing plans.
• Collaborate with senior leadership to identify opportunities to increase employee productivity and job satisfaction, reduce IT service tickets and to optimize performance and revenue impact.
• Owns and manages the support services budget, including vendor contract negotiation, renewals, and cost/value tracking for outsourced NOC/SOC and other managed services.
• Directs vendors to deliver world-class support services and holds them accountable to contracted SLAs.
• Utilizes customer satisfaction feedback to identify opportunities for process improvement and education.
• Actively monitors service desk ticket queues and dashboards in real time; personally steps in on P1/P2 incidents, major outages, and high-visibility escalations, including outside of standard business hours as needed.
• Serves as the final escalation point for complex, unresolved, or executive-level tickets, engaging directly with end-users, providers, or leadership to drive resolution.
• Leads or actively participates in incident command during major outages and personally leads post-incident reviews (RCAs) to identify root cause and corrective action.
• Chairs or co-chairs the Change Advisory Board (CAB) and reviews high-risk changes before implementation.
• Carries or oversees an on-call rotation for critical incident escalation across the 24/7 service desk.
• Oversees ITSM processes with Incident Commander including Incident, Request, Problem, and Change Management, ensuring day-to-day execution is efficient, consistent, and measurable.
• Manages design and leadership of all aspects of employee technical onboarding/job change/offboarding, including automation initiatives.

Benefits

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.
• Access to a mental health benefit at no cost.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to community engagement and social impact.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager