IT Service Manager
4 days ago
Chicago
Job Description Title: IT Service Manager Location: 4822 N. Broadway Chicago, IL 60640 Schedule: Hybrid, Monday to Friday (8:30am-5:00pm) Summary: Under the general guidance of the Sr. Manager, IT Services, the IT Service Manager provides leadership and hands-on support for the Service Desk and end-user computing environment at Heartland Human Care Services (HHCS). This role serves as the primary escalation point for complex technical issues, partners closely with the managed service provider (MSP), HHCS staff, and external vendors, and ensures the Service Desk consistently meets established Key Performance Indicators (KPIs). The IT Service Manager is a working manager who balances people leadership with technical execution. The role supports small- to medium-sized Microsoft-based environments, including Microsoft 365 and Azure, and is responsible for deploying, securing, and supporting modern workplace, identity, and endpoint solutions. and is responsible for deploying and supporting desktops, laptops, mobile devices, systems, and network solutions while promoting best practices, operational excellence, and a strong service-oriented culture aligned with HHCS’s mission and values. Why Join Us? • Make a meaningful impact on the lives of individuals seeking education and career pathways., • Collaborate with a diverse and passionate team dedicated to the mission and vision of our organization., • Medical insurance. BCBS PPO, HMO, and HDHP with HSA Plan, • Dental insurance., • Vision insurance., • 401(k) 3% Employer Contribution., • Commuter benefits., • ProfessionalDevelopment Assistance., • Disability insurance., • Voluntary Benefits., • FlexibleSpending Account., • Life/AD&DInsurance., • Employee Assistance Program. Duties & Responsibilities Service Desk Leadership & Operations • Lead, coach, and develop the Service Desk team, serving as the primary escalation point for complex incidents and problems., • Design, implement, and continuously improve Service Desk processes, workflows, and performance metrics., • Monitor and report on KPIs, service levels, and trends; recommend and implement improvements., • Partner closely with theSr. Manager, IT Services,to align IT service delivery with organizational priorities., • Resolve complex technical issues related to desktop, system, network, and Microsoft cloud environments., • Administer and support Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive, and Microsoft Teams., • Manage identity and access using Azure Active Directory (Entra ID), including user provisioning, role-based access, conditional access policies, and multi-factor authentication., • Support hybrid identity environments integrating on-premises Active Directory with Azure Active Directory., • Deploy,maintain, and manage endpoints using modern device management tools (e.g., Intune / Endpoint Manager)., • Deploy,maintain, and update applications and operating system images using automated and cloud-based tools., • Manage IT asset lifecycle processes, including hardware and software inventory, asset tracking, refresh planning, and retirement,leveragingasset management capabilities within ITSM platforms, • Document procedures, standard operating procedures (SOPs), configurations, and system changes., • Recommend and implement approved operational and security improvements., • Participate in an on-call rotation and carry a smartphone to provide support for critical incidents. After-hours calls are infrequent but require a timely response unless prior notice of unavailability is provided., • Bachelor’s degree in information technology, Computer Science, or a related technical field, or equivalent combination of education and experience., • Minimum of five (5) years of progressively responsible experience in IT support, systems administration, or service desk operations., • Demonstrated experience supporting Microsoft-based environments, • Experience managing and administering Service Desk / ITSM platforms such as Fresh service, ConnectWise Manage, or comparable service management tools., • Microsoft Certified: Azure Administrator Associate (AZ-104), Identity and Access Administrator Associate (SC-300), or Endpoint Administrator Associate (MD-102), • ITIL® 4 Foundation or equivalent IT service management certification, • CompTIA Security+ or equivalent security certification, • Technical Skills, • Strong knowledge of Microsoft cloud platforms, including Microsoft 365 and Azure., • Hands-on experience with identity and access management, conditional access, MFA, and security best practices in cloud environments., • Experience supporting modern workplace solutions such as Microsoft Teams, SharePoint Online, and OneDrive., • Familiarity with endpoint and mobile device management (MDM), including Intune / Endpoint Manager/Ivanti., • Knowledge of endpoint security tools and cloud-integrated security solutions (e.g., Sentinel One, Microsoft Defender)., • Excellent written and verbal communication skills., • Ability to communicate technical concepts clearly to non-technical audiences., • Strong customer service mindset with the ability to collaborate effectively with diverse teams and stakeholders., • Demonstrated professionalism and discretion in handling confidential and sensitive information., • Strong problem-solving, analytical, and decision-making abilities., • Ability to work independently with minimal supervision while managing multiple priorities. This role is eligible for a hybrid work arrangement. For hybrid roles, in-person meetings are expected as needed or upon request and may occur weekly or monthly. Regular in-person responsibilities are required at various HHCS sites, and the incumbent must have access to reliable transportation. Remote work may be available when appropriate. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • The noise level in the work environment is usually moderate., • Periodic exposure to outdoor elements when traveling between HHCS sites. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • While performing the duties of this job, the employee is regularly required to talk and hear., • The employee is regularly required to sit, stand and walk., • The employee must be able to stoop, kneel and/or crawl., • The employee is regularly required to use hands to key, handle, or feel and reach with hands and arms., • The employee must occasionally lift and/or move up to 40 pounds. HHCS is an Equal Employment Opportunity employer. Employment decisions are based on merit, qualifications, and business needs. HHCS is committed to providing a work environment that is free from discrimination and harassment. Consistent with applicable federal, state, and local laws, HHCS prohibits discrimination or harassment against any employee or applicant on the basis of race, color, religion, creed, sex (including pregnancy, sexual orientation, and gender identity or expression), national origin, citizenship, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by law. This policy applies to all employment practices, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination. HHCS also provides reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs, as required by law.