Support Desk Director

Duly Health and Care • Downers Grove, IL

7d • $135,000 - $155,000 • Hybrid

About The Position

The Support Desk Director is a critical leadership role responsible for both developing IT talent and operating a high‑performing, data‑driven support organization. The Support Desk Director owns the day‑to‑day execution and strategic evolution of the Zendesk support platform and support operations. The goal is ticket reduction, automation, and issue prevention, not simply ticket closure.

Requirements

• 5+ years of IT support or service desk leadership experience
• Proven experience managing multi‑tier (L1/L2/L3) support models
• Strong people‑leadership background with a focus on coaching and development
• Hands‑on experience with Zendesk or comparable ITSM platforms
• Experience operating phone‑based support environments (Five9 or similar)
• Strong understanding of ITIL concepts, ticket workflows, and service management
• Demonstrated ability to drive process improvement and automation Excellent communication, documentation, and stakeholder‑management skills

Nice To Haves

• Experience in healthcare or large, multi‑site environments
• Experience building internal career‑pathing and feeder programs
• Familiarity with knowledge management, self‑service portals, and automation tools ITIL certification or equivalent experience

Responsibilities

• Own and optimize Zendesk workflows, queues, SLAs, reporting, and escalation paths.
• Analyze ticket trends, volumes, and recurring issues to identify systemic problems.
• Drive root‑cause analysis and partner with other IT teams to eliminate repeat issues.
• Lead automation initiatives, self‑service capabilities, and knowledge management.
• Define, document, and enforce policies, processes, and standard operating procedures.
• Establish KPIs focused on quality, resolution, reduction, and customer experience.
• Ensure consistent, high‑quality support across all locations and service lines
• Lead a multi‑tier support organization, including: Level 1 / Level 2 Support Phone‑based and ticket‑based support via Five9 Front‑line triage, intake, and resolution Level 3.
• Support Advanced technical resources Remote and field‑based support across 150+ locations.
• The role includes direct people management, performance management, scheduling, coverage planning, on-call, and escalation ownership.
• Lead, coach, and develop a high‑performing support organization.
• Treat the Support Desk as a talent pipeline for the broader IT organization
• Drive internal promotions and succession planning
• Own Zendesk platform strategy, execution, and optimization Reduce ticket volume through ai, automation, root‑cause analysis, and process improvement
• Establish and enforce policies, procedures, and operational standards
• Partner cross‑functionally with Infrastructure, Applications, Security, Clinical, and Operations teams
• Ensure consistent service delivery across a large, distributed environment
• Provide clear reporting, metrics, and executive‑level insights

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
• Education Level: No Education Listed