Service Desk Process Analyst (Shift Supervisor) | Chicago, IL
Location: Chicago, IL (100% Onsite)
Duration: Long-Term Contract
Openings: 3 Positions
Shift Options: AM & PM 12-Hour Fixed Shifts (24/7 Operations)
Are you an experienced IT Support Supervisor who thrives in fast-paced, mission-critical environments? We are seeking three Service Desk Process Analyst Shift Supervisors to provide leadership, operational oversight, and continuous improvement initiatives across a 24/7 IT Service Desk and Desktop Support environment.
What You'll Be Doing:
✅ Lead and supervise Service Desk and Desktop Support teams across a 24/7 operation
✅ Serve as the primary escalation point for critical incidents
✅ Drive service delivery excellence, process optimization, and operational efficiency
✅ Coach, mentor, and develop support analysts to improve performance and career growth
✅ Communicate effectively with both technical teams and executive leadership during major incidents
✅ Identify opportunities to improve workflows, handoffs, and cross-shift collaboration
✅ Monitor team metrics while fostering a supportive, team-oriented culture
Ideal Candidate Profile:
✔ Experience supervising across multiple end-user support functions (Service Desk, Desktop Support, Onboarding, Asset Management, Incident Management, etc.)
✔ Strong background in process improvement, workflow optimization, and operational efficiency
✔ Ability to remain calm and communicate clearly during high-pressure situations
✔ Proven leadership and coaching experience with technical support teams
✔ Experience managing major incident communications and stakeholder updates
✔ Strong understanding of ITIL-based support operations and service management practices
Shift Details:
AM Shift: 12:00 AM – 12:00 PM
PM Shift: 12:00 PM – 12:00 AM
2-2-3 Pitman Rotation Schedule
- 12-hour fixed shifts
- Average of 42 hours/week
- Every other full weekend off (Fri-Sat-Sun)
What Makes This Role Unique?
This is not just a people-management role. The client is looking for leaders who:
- Continuously seek ways to improve processes and efficiency
- Optimize productivity during off-peak hours and low call-volume periods
- Think beyond their shift and contribute to the overall success of the operation
- Roll up their sleeves and work alongside their teams when needed
Full JD Will be sent via email once we have connected.
Pay: $45.00 - $55.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance
Work Location: In person
