Service Desk Manager

Position: Service Desk Process Analyst - Shift SupervisorLocation: Chicago, ILLength: Long-termInterview: 1st round is a Video Interview and 2nd round is an Onsite F2F Interview (Mandatory with no exceptions)Shift: OnsiteShift & Schedule Details (using the Pitman Rotation Schedule 2/2/3): 24/7 environment with 12 hours shiftsJob SummaryWe are looking to hire a Service Desk Process Analyst Shift Supervisor to provide 24/7 supervisory coverage for our IT Service Desk and Desktop Support teams. These individuals will be accountable for team performance metrics, coaching team members, serve as the primary escalation point during their shift, and lead communications during major incidents.Ideal Candidate ProfileThe ideal candidate has supervised teams across the full spectrum of end-user IT support, not just one narrow function. They understand how a service desk call can become a desktop dispatch, how a new hire onboarding request flows through provisioning and asset management, and how these handoffs break down without clear communication and process. They've seen work from multiple angles and can coach analysts across all of these functions, not just the one they came from.Calm, Clear Communicator Under PressureThis role will be the voice of IT during major incidents. Supervisors draft and send written and verbal communications to the entire organization in real time during a major incident. Candidates must show they can:1. Translate technical details into clear, jargon-free written updates for both business stakeholders and mass communications to the entire organization2. Communicate confidently with both technical subject matter experts and executive leadership3. Stay composed and precise when urgency is high and information is incompleteDeveloper of PeopleOur team members are capable but have lacked consistent guidance. We don't need someone who monitors dashboards and tells people to work harder. We need someone who works alongside the team and coaches. Candidates must show they can:1. Observe work patterns, identify skill gaps, and provide hands-on coaching and mentoring2. Listen to challenges and remove obstacles that slow the team down3. Hold people accountable through support and conversations, not just metrics4. Invest in growing each analyst's capabilities over timeTeam Oriented Problem SolverIndividual metrics don't move the needle if the team isn't succeeding together. We need supervisors who think beyond their own shift. Candidates must show they can:1. Identify opportunities to optimize how work flows across shifts (e.g., tasks that can be completed overnight when call volumes are low)2. Proactively seek additional responsibilities that benefit the overall operation3. Share insights and improvements across shifts and support groups rather than working in a siloThank you,