Mgr., IT Service Desk

The Bradford Exchange•Niles, IL

15h•Hybrid

About The Position

The Bradford Group is seeking an experienced IT Service Desk Manager to oversee the day-to-day operations of the IT Service Desk. This role requires a hands-on approach to supporting end users and resolving complex technical issues, ensuring service levels are met, driving continuous improvement, and delivering a high-quality support experience. The position demands a strong balance of leadership and technical expertise, functioning in a player-coach capacity. Excellent communication and interpersonal skills are essential for effective collaboration with both business and technical personnel at all levels. The candidate must be adept at multitasking, comfortable in an unstructured, dynamic environment, and responsive to change.

Requirements

Bachelor’s degree or equivalent experience
At least 7+ years’ experience in IT Service Desk environment
4+ years managing, supervising and leading an IT Help Desk environment
Excellent written and oral communication skills
Outstanding interpersonal skills
Experience supporting a Call Center environment
Experience working in Open Systems environments
Azure Active Directory (Azure AD) administration
Azure App Registrations and authentication management
Microsoft 365 (O365) licensing and user provisioning
Ivanti Neurons (ITSM and endpoint management)
CMDB maintenance and service mapping
Microsoft Copilot support and administration
Adobe licensing and administration
Collaboration with IT teams to resolve system issues
High level of initiative and resourcefulness
Comfortable with managing people but willing to be hands-on when necessary
Excellent organizational skills
Proven track record of taking unstructured environments to a structured (standard) framework while reducing costs and improving reliability and capability
Keeps immediate supervisor well-informed of activities, results of efforts, and identified or potential problems; recommends corrective actions to immediate supervisor.
Follows management guidelines for proper project reporting
Comfortable in a small team environment using multi-tasking abilities
Proven documentation skills with consistent accuracy of details
Works effectively without supervision
Solid understanding of ITIL principles
Superior customer service skills
Outstanding communication skills, both verbally and in written form.

Nice To Haves

ITIL v3 Foundation Certification preferred
CompTIA A+, preferred
Network+, or Security+ Certifications preferred
Experience with Ivanti service desk management experience a plus
Experience with compliance regulations (PCI, HIPPA, SOX) a plus

Responsibilities

Lead a team of desktop support staff in Niles, conducting performance evaluations and training of staff.
Provide direction and standardized procedures to remote staff.
On request, direct staff to support any IT project and ensure on-time delivery of project tasks.
Work with outsourcing vendors to develop and maintain weekly availability and reliability metrics as well as other metrics required by management.
Monitor systems availability and follow documented incident management processes as a result of any service interruption.
Work with other IT teams to solve systems and applications stability problems.
Remediate system vulnerabilities and facilitate end-user OS and application patching.
Communicate in layman’s terms department metrics as well as status of incidents throughout the lifecycle, including Post-incident Review and Root Cause Analysis.
Oversee daily Service Desk operations, ensure timely resolution of tickets within SLAs, act as escalation point, perform root cause analysis, lead operational meetings, and maintain service quality and responsiveness.
Develop and maintain SLAs, escalation procedures, and service catalog.
Manage and optimize Ivanti Neurons platform and ensure CMDB accuracy.
Track and report on operational metrics for continuous improvement.
Lead and develop a team of 4 Service Desk Technicians (including remote staff). Conduct performance management, training, and hiring.
Ensure consistent processes and balance workload between support and projects.
Perform other duties as needed.