The Joint Commission

  • IT Help Desk Manager

    Job Locations US-IL-Oakbrook Terrace
    Job ID
    # of Openings
    Information Technology
  • Overview

    The Manager, Information Technology Service Desk, will provide leadership and drive the implementation of the ITIL and ITSM frameworks integration utilizing the Service Now platform. A process driven individual who primarily believes in an automation first strategy. Provides leadership and is responsible for supervising, motivating, and developing the technical and customer service expertise of the IT Service Desk staff for both external and internal technical support teams. Manages the Information Technology User Experience and Technology Specialist staff who address customer technology inquiries/problems, device break/fix support, and training and development in a timely manner.  Responsible for improving and sustaining best overall technical customer service to the enterprise by recommending and implementing new standards, policies, and procedural changes for the telephone, email, and walk-up service models.


    Principal Duties and Responsibilities


    • Provide guidance and a road map for Service Now, the modules that will be used and their alignment with ITIL and the service desk.
    • Design processes and procedures that utilize the Service Now framework
    • Manages the IT Service Desk internal technical support team.
    • Management of the outsourced service desk vendors and vendors that support service desk products and applications.
    • Builds out the ServiceNow incident management system to support all user incident tracking, problem management, and service level reporting. 
    • Implements policies and processes for monitoring, measuring, reporting and continual improvement of service desk in the form of KPI reporting.
    • Develop and implement service desk policies, processes, and procedures for the management and support of internal and external customers to include responsibility for effective communication of status
    • Leads Critical Business Interruption Notification events, including communication to business partners during notification events.
    • Effective prioritization of roles and responsibilities.
    • Provide management and direction for the Service Desk team according to practices defined in ITIL
    • Establish and meet agreed levels (SLA) of incident resolution and request fulfillment; continually improve the service-desk delivery processes to ensure optimal efficiency of service quality for customers
    • Develop procedures that outline how incidents, requests, and problems are identified, documented, assigned, and managed in the ITSM tools.
    • Lead and improve incident and problem management procedures
    • Engages in the Change Management process as a board member.
    • Coordination and leadership of the technical support team at annual conferences, local conferences and scheduled board meetings.
    • Directs the Service Desk activities for the telephone, email, and walk-up service models that support user technical support needs for custom applications, package applications, device break/fix, and user technical training.
    • Using ITIL concepts, defines and implements IT Service Desk standards, policies, and procures that lead to customer support best practices user experience.  Monitors the IT Service Desk operations for compliance with standards.
    • Develops, maintains, and supports the ServiceNow Knowledge base ensuring the relevancy and accuracy of documentation lead to efficient and timely problem resolution.
    • Designs and implements new self-service options for employees to gain access to software and hardware information, support, training modules.
    • Develops resource plans and provides budget requirements for the IT Service Desk.  Oversees staffing plan.
    • Hires, reviews, and (when necessary) disciplines or discharges subordinate personnel.
    • Maintains technical knowledge sufficient to manage department technical activities.


    Knowledge, Practical Experience, and Licensure/Registration Required


    • Bachelor’s Degree with focus in Business Management or Information Technology with >5 Years of Service Desk Operations Management experience.
    • ITIL foundation certification preferred; Thorough understanding of ITIL-best practices and trends
    • Must have experience using Service Now
    • Excellent written and verbal communications skills are a must.
    • Knowledge and usage of common web conferencing systems, Webex, Adobe connect, Zoom, and Conference America. 
    • Proficient in Microsoft Word, Excel, Outlook Skype for Business and Powerpoint.
    • Must be a detail-oriented, security conscious, and proficient in troubleshooting- 
    • Managerial ability to organize activities and to interact with a wide range of individuals both inside and outside the company.
    • Ability to make critical operational decisions and advance projects with minimal direction.
    • Exceptional skills in providing exceptional customer experience.  Knowledge of customer services industry and best practices.
    • Analytical ability to deal effectively with a wide range of problems across multiple vendor hardware and software systems.
    • Skills in verbal and written communication to analyze, interpret, and address customer needs.
    • Experience implementing ITIL standards in a Service Desk environment.
    • Experience with ServiceNow Incident Management System a plus
    • Experience in the health care industry a plus
    • Ability to travel up to 10% per year.
    • Ability to work off hours when necessary.

    This job description is intended to describe the general nature and level of work performed by an employee assigned to this position.  The description is not an exhaustive list of all duties, responsibilities, knowledge, skills and abilities, and working conditions associated with this position.  All requirements are subject to possible modification and reasonably accommodate individuals with disabilities.


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