I.T. Service Desk Lead

The IT Service Desk Lead will provide operational leadership for hospital end-user technology support and continuous improvement of service delivery. This onsite role in Chicago serves as the primary point of contact for an outsourced Service Desk provider while supervising analysts and overseeing endpoint lifecycle, security compliance, and service management performance.

Location and Schedule

• Location: Saint Anthony Hospital, Information Systems Support, Chicago, IL (onsite)
• Schedule: Full Time, Day Shift, Monday through Friday (M-F Day Shift)

Compensation

• Salary: USD 73,000 - 116,000 per year

Key Responsibilities

• Serve as the primary operational contact for the outsourced Service Desk provider.
• Monitor service desk performance to ensure compliance with established SLAs, KPIs, and customer service expectations.
• Conduct regular vendor performance reviews and service management meetings.
• Escalate unresolved issues and service concerns to vendor leadership and internal IT management.
• Review incident trends and service metrics to identify recurring issues and improvement opportunities.
• Ensure appropriate ticket triage, escalation, ownership, and resolution processes are followed.
• Collaborate with internal IT teams to coordinate timely resolution of incidents and service requests.
• Develop and maintain service desk policies, procedures, and support standards.
• Lead endpoint lifecycle management from procurement through retirement and disposal.
• Develop and manage endpoint refresh strategies, replacement schedules, and deployment activities, including configuration, upgrades, maintenance, and replacements.
• Ensure standardization of endpoint hardware and software configurations.
• Maintain accurate inventory records for assigned technology assets, including asset tracking, warranty management, procurement coordination, and disposition activities.
• Oversee day-to-day desktop support operations across the hospital and affiliated locations.
• Ensure timely resolution of hardware, software, connectivity, printing, and mobility-related issues, including onboarding and offboarding support.
• Coordinate support for clinical and non-clinical technology devices.
• Promote a customer-first support culture and continuously manage service delivery prioritization and expectations.
• Provide direct supervision, coaching, mentoring, and performance management for Desktop Analysts and an Infrastructure Analyst, including goal setting, performance evaluations, resource assignment, and staff development.
• Partner with Information Security and Infrastructure teams to ensure endpoint security compliance, including endpoint patching, antivirus management, vulnerability remediation, and related device security initiatives.
• Ensure compliance with hospital technology policies and cybersecurity standards, and assist with endpoint-related security incident response.
• Support audits, assessments, and compliance reviews involving end-user technologies, with an emphasis on HIPAA responsibilities through enhanced SOPs.
• Produce regular reports covering inventory, asset age, refresh schedules, and technology utilization.
• Monitor and report service management metrics including first-call resolution rates, ticket volume and trends, SLA compliance, mean time to resolution, customer satisfaction scores, and endpoint deployment and refresh metrics.
• Analyze performance data to develop service improvement plans, identify automation opportunities, and reduce recurring incidents.
• Lead endpoint deployment, refresh, and technology upgrade projects, including user impact communications and deployment schedules.
• Assist with infrastructure and workplace technology implementations and support hospital-wide technology initiatives requiring user technology support.
• Act as a trusted resource for departmental leaders regarding technology support services and collaborate with Clinical Systems, Infrastructure, Information Security, Human Resources, and operational departments to communicate trends, challenges, and improvement initiatives.

Required Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field is preferred (equivalent education and relevant experience may be considered).
• Minimum 5 years of progressive IT support, desktop support, service desk, or endpoint management experience.
• Minimum 2 years of leadership, supervisory, or team lead experience.
• Experience managing outsourced service providers and vendor relationships.
• Experience supporting enterprise endpoint environments in healthcare or similarly complex organizations.
• Experience with IT service management (ITSM) processes and service delivery metrics.

Preferred Experience

• Experience in an acute care hospital or healthcare environment.
• Experience supporting Microsoft Windows, Microsoft 365, Active Directory, Intune, endpoint management platforms, and mobile device management solutions.
• Experience with asset management systems, service management platforms, and endpoint security technologies.
• Familiarity with ITIL service management principles.
• Experience supporting clinical environments and patient-care technologies.

Technologies

• Microsoft Windows
• Microsoft 365
• Active Directory
• Intune
• IT service management (ITSM)
• Endpoint management platforms
• Mobile device management solutions
• Endpoint security technologies
• HIPAA

Benefits

• Comprehensive health insurance plans (medical, dental, vision), with coverage beginning the first day of employment.
• Employer-matched retirement plans.
• Eligibility for the Public Service Loan Forgiveness (PSLF) Program.
• Free on-site parking.