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ITSM / Service Desk Lead

SCIGON
Oak Brook, IL

Quick Apply

Job Details

Full-time
$93,750 - $125,000 a year
13 days ago

Qualifications

Vendor relationship building
Incident management software
Bachelor's degree
Management reporting
ITIL implementation
Ticketing system technical support

Full Job Description

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ITSM / Service Desk Lead

Salary: $93,750-$125,000

Position Summary

The ITSM / Service Desk Lead is responsible for the leadership and governance of Level 1 Service Desk operations and the organization//'s IT Service Management framework. This role owns ServiceNow (or equivalent ITSM platform), drives ITIL process maturity, ensures SLA achievement, and provides governance over Incident, Problem, Change, and Request Management processes across the enterprise.

Key Responsibilities

Service Desk Leadership

Own day-to-day L1 Service Desk operations.
Ensure consistent, high-quality customer support and ticket resolution.
Drive workforce planning, performance monitoring, and service optimization.
Establish operational standards, procedures, and escalation paths.

ITSM Platform Ownership

Serve as the business owner for ServiceNow or equivalent ITSM technology.
Manage platform governance, enhancements, workflows, and reporting.
Partner with technical teams to implement process improvements and automation.

ITIL Process Governance

Lead Incident, Problem, Change, Request, and Knowledge Management practices.
Ensure compliance with ITIL standards and organizational policies.
Facilitate CAB meetings and change review processes.
Drive root cause analysis and continual service improvement initiatives.

SLA & Performance Management

Develop and monitor service level agreements and operational KPIs.
Produce executive dashboards and service reporting.
Analyze trends and identify opportunities to improve service quality and efficiency.
Ensure service commitments are consistently achieved.

Service Delivery Governance

Provide oversight of corporate L2 support and service delivery activities.
Partner with infrastructure, applications, security, and business teams to improve service outcomes.
Manage vendor performance and support relationships when applicable.

Qualifications

Required

Bachelor//'s degree in Information Technology, Business, or related field.
5+ years of IT Service Management and/or Service Desk leadership experience.
Strong hands-on experience with ServiceNow or a comparable ITSM platform.
Deep knowledge of ITIL practices and service management frameworks.
Experience managing SLAs, KPIs, and executive reporting.

Preferred

ITIL Foundation, ITIL Managing Professional, or equivalent certification.
ServiceNow Administrator or Implementation certification.
Experience supporting enterprise environments with multiple locations.
Experience leading service improvement and operational transformation initiatives.

Quick Apply

Refine Your Search

help desk lead jobs in chicago il

ITSM / Service Desk Lead

Tech Solution Center Analyst Lead

Data Support and Visualization Lead

Sr. Lead, SW Support

Technical Customer Support Lead

Sterling OMS Lead

Sr Lead Support Engineer

ServiceNow Functional Lead

Program Manager/Training Lead

Ad Operations & Automation Lead

Support Engagement Lead

IT Field Technician - Team Lead

More jobs to discover

Explore jobs in cities nearby

I want to receive the latest job alert for help desk lead in chicago il

Explore jobs in more locations

ITSM / Service Desk Lead

Salary: $93,750-$125,000

Position Summary

Key Responsibilities

Service Desk Leadership

ITSM Platform Ownership

ITIL Process Governance

SLA & Performance Management

Service Delivery Governance

Qualifications

Required

Preferred

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