Service Desk Manager

Tempus AI•Chicago, IL

1d•$120,000 - $145,000

About The Position

Passionate about precision medicine and advancing the healthcare industry? Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way. Tempus' proprietary platform connects an entire ecosystem of real-world evidence to deliver real-time, actionable insights to physicians, providing critical information about the right treatments for the right patients, at the right time. Role Overview The IT Service Desk Manager is a critical leadership role responsible for overseeing the daily operations of the Service Desk team while driving the strategic evolution of our support ecosystem. This individual will lead a high-performing team to provide exceptional technical support, ensuring high availability, rapid resolution, and a superior user experience. A primary focus for this version of the role is the modernization of support through automation and Artificial Intelligence (AI) to scale operations and improve efficiency.

Requirements

5+ years in IT Support/Service Management, with at least 2+ years in a management or lead capacity.
Expertise in ITSM platforms (e.g., ServiceNow, Jira Service Management, Zendesk) and automation tools.
Proven experience or strong theoretical knowledge in deploying AI/ML tools within a support environment to drive efficiency.
Exceptional communication, stakeholder management, and the ability to lead through change.
Bachelor’s degree in IT, Computer Science, or equivalent experience.

Nice To Haves

ITIL Certification is highly preferred.

Responsibilities

Lead, mentor, and develop a team of Service Desk analysts, fostering a culture of accountability, technical growth, and customer-centricity.
Track, report, and iterate on key performance indicators (KPIs) and Service Level Agreements (SLAs), using data to drive continuous improvement.
Act as a senior escalation point for complex technical issues and high-priority incidents.
Identify opportunities to automate repetitive tasks and manual processes (e.g., user onboarding/offboarding, password resets, software provisioning) using ITSM tools and orchestration platforms.
Evaluate and implement AI-driven solutions, such as intelligent virtual agents (IVAs), predictive sentiment analysis, and AI-powered ticket routing to enhance self-service and reduce MTTR (Mean Time to Resolve).
Oversee the maintenance of a robust Knowledge Base, leveraging AI to optimize content delivery and search accuracy for both agents and end-users.
Manage the lifecycle of service requests and incidents, ensuring consistent documentation and resolution quality.
Collaborate with Infrastructure, Security, and Engineering teams to align support processes with broader IT initiatives.
Oversee IT asset management (ITAM) and procurement processes for end-user hardware and software.