IT Service Manager

Heartland Human Care Services•Chicago, IL

10d•Hybrid

About The Position

Under the general guidance of the Sr. Manager, IT Services, the IT Service Manager provides leadership and hands-on support for the Service Desk and end-user computing environment at Heartland Human Care Services (HHCS). This role serves as the primary escalation point for complex technical issues, partners closely with the managed service provider (MSP), HHCS staff, and external vendors, and ensures the Service Desk consistently meets established Key Performance Indicators (KPIs). The IT Service Manager is a working manager who balances people leadership with technical execution. The role supports small- to medium-sized Microsoft-based environments, including Microsoft 365 and Azure, and is responsible for deploying, securing, and supporting modern workplace, identity, and endpoint solutions. and is responsible for deploying and supporting desktops, laptops, mobile devices, systems, and network solutions while promoting best practices, operational excellence, and a strong service-oriented culture aligned with HHCS’s mission and values.

Requirements

Bachelor’s degree in information technology, Computer Science, or a related technical field, or equivalent combination of education and experience.
Minimum of five (5) years of progressively responsible experience in IT support, systems administration, or service desk operations.
Demonstrated experience supporting Microsoft-based environments
Experience managing and administering Service Desk / ITSM platforms such as Fresh service, ConnectWise Manage, or comparable service management tools.
Valid driver’s license with a satisfactory driving record.
Strong knowledge of Microsoft cloud platforms, including Microsoft 365 and Azure.
Hands-on experience with identity and access management, conditional access, MFA, and security best practices in cloud environments.
Experience supporting modern workplace solutions such as Microsoft Teams, SharePoint Online, and OneDrive.
Familiarity with endpoint and mobile device management (MDM), including Intune / Endpoint Manager/Ivanti.
Knowledge of endpoint security tools and cloud-integrated security solutions (e.g., Sentinel One, Microsoft Defender).
Proficiency with Microsoft Office and other standard business applications.
Excellent written and verbal communication skills.
Ability to communicate technical concepts clearly to non-technical audiences.
Strong customer service mindset with the ability to collaborate effectively with diverse teams and stakeholders.
Demonstrated professionalism and discretion in handling confidential and sensitive information.
Strong problem-solving, analytical, and decision-making abilities.
Ability to work independently with minimal supervision while managing multiple priorities.
Demonstrated leadership, collaboration, emotional intelligence, and strategic thinking skills.

Nice To Haves

Microsoft Certified: Azure Administrator Associate (AZ-104), Identity and Access Administrator Associate (SC-300), or Endpoint Administrator Associate (MD-102)
ITIL® 4 Foundation or equivalent IT service management certification
CompTIA Security+ or equivalent security certification
Additional ITSM, cloud, or asset management certifications are a plus

Responsibilities

Lead, coach, and develop the Service Desk team, serving as the primary escalation point for complex incidents and problems.
Design, implement, and continuously improve Service Desk processes, workflows, and performance metrics.
Monitor and report on KPIs, service levels, and trends; recommend and implement improvements.
Partner closely with theSr. Manager, IT Services,to align IT service delivery with organizational priorities.
Prepare technical documentation, reports, and training materials for staff and end users.
Resolve complex technical issues related to desktop, system, network, and Microsoft cloud environments.
Administer and support Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive, and Microsoft Teams.
Manage identity and access using Azure Active Directory (Entra ID), including user provisioning, role-based access, conditional access policies, and multi-factor authentication.
Support hybrid identity environments integrating on-premises Active Directory with Azure Active Directory.
Deploy,maintain, and manage endpoints using modern device management tools (e.g., Intune / Endpoint Manager).
Deploy,maintain, and update applications and operating system images using automated and cloud-based tools.
Manage IT asset lifecycle processes, including hardware and software inventory, asset tracking, refresh planning, and retirement,leveragingasset management capabilities within ITSM platforms
Participate in the planning, implementation, and review of new Microsoft technologies and solutions.
Document procedures, standard operating procedures (SOPs), configurations, and system changes.
Recommend and implement approved operational and security improvements.
Ensure adherence to IT security standards and best practices, including endpoint protection and device management.
Participate in an on-call rotation and carry a smartphone to provide support for critical incidents. After-hours calls are infrequent but require a timely response unless prior notice of unavailability is provided.
Perform other duties as assigned.