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Service Desk Operations Manager Jobs in Chicago, IL

GCM Grosvenor

IT Service Desk Manager

Chicago, IL

The IT Service Desk Manager will drive service quality, operational efficiency, and continuous improvement, and will serve as a key partner to other IT disciplines in the delivery of end user ...

GCM Grosvenor

IT Service Desk Manager

Chicago, IL · On-site

The IT Service Desk Manager will drive service quality, operational efficiency, and continuous improvement, and will serve as a key partner to other IT disciplines in the delivery of end user ...

Novolex

IT Manager - Managed Services

Lake Forest, IL · On-site

$94K - $115K/yr

Position Summary The IT Manager - Managed Services is responsible for overseeing key IT service ... Oversee daily Service Desk operations to ensure efficient and effective support delivery. * Monitor ...

New

Novolex

IT Manager - Managed Services

Lake Forest, IL

$94K - $115K/yr

Position Summary The IT Manager - Managed Services is responsible for overseeing key IT service ... Oversee daily Service Desk operations to ensure efficient and effective support delivery. * Monitor ...

New

Novolex

IT Manager - Managed Services

Lake Forest, IL

$94K - $115K/yr

Position Summary The IT Manager - Managed Services is responsible for overseeing key IT service ... Oversee daily Service Desk operations to ensure efficient and effective support delivery. * Monitor ...

New

ITW

IT Help Desk Supervisor

Glenview, IL · Hybrid

$93K - $123K/yr

... management. This position oversees daily service desk operations, drives team performance through coaching and development, and ensures delivery of timely, high-quality customer support. The Help ...

Addison Group

Service Desk Analyst

Chicago, IL · Remote

$20 - $25/hr

Document, prioritize, and track incidents through a ticket management platform while ensuring ... Opportunity to build experience with Microsoft technologies and service desk operations. * Stable ...

Next Step Systems

Trade Desk Operations Engineer

Chicago, IL · On-site

$89K - $122K/yr

Trade Desk Operations Engineer, Chicago, IL We are seeking a motivated team player with technical ... Step in and manage the trading system when limited staffing requires it. - Deal with trading ...

NextStep

Trade Desk Operations Engineer

Chicago, IL · On-site

$89K - $122K/yr

Trade Desk Operations Engineer, Chicago, IL We are seeking a motivated team player with technical ... Step in and manage the trading system when limited staffing requires it. * Deal with trading ...

Next Step Systems

Trade Desk Operations Engineer

Chicago, IL · On-site

$71K - $96K/yr

Trade Desk Operations Engineer, Chicago, IL We are seeking a motivated team player with technical ... Step in and manage the trading system when limited staffing requires it. - Deal with trading ...

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All JobsService Desk Operations JobsService Desk Operations Manager JobsService Desk Operations Manager Jobs in Chicago, IL

Service Desk Operations Manager information

See Chicago, IL salary details

$37.6K

$97.4K

$161.7K

How much do service desk operations manager jobs pay per year?

As of Aug 8, 2026, the average yearly pay for service desk operations manager in Chicago, IL is $97,368.00, according to ZipRecruiter salary data. Most workers in this role earn between $73,100.00 and $115,900.00 per year, depending on experience, location, and employer.

What is the difference between Service Desk Operations Manager vs Service Desk Supervisor?

AspectService Desk Operations ManagerService Desk Supervisor
ResponsibilitiesOversees multiple service desk teams, manages strategic planning, and ensures service qualitySupervises daily operations, manages team members, and handles escalations
Required CredentialsITIL certification, relevant IT experience, leadership skillsITIL knowledge, technical support experience, team management skills
Work EnvironmentStrategic, managerial setting, often in larger organizationsOperational, team-focused environment, often in help desk or support centers
Industry UsageCommon in IT service management, large enterprisesCommon in IT support teams, smaller organizations

The Service Desk Operations Manager focuses on strategic oversight and managing multiple teams, while the Service Desk Supervisor handles daily team supervision and operational issues. Both roles require ITIL knowledge and support experience, but the manager role involves broader planning and leadership responsibilities.

What are popular job titles related to Service Desk Operations Manager jobs in Chicago, IL? For Service Desk Operations Manager jobs in Chicago, IL, the most frequently searched job titles are:
What job categories do people searching Service Desk Operations Manager jobs in Chicago, IL look for? The top searched job categories for Service Desk Operations Manager jobs in Chicago, IL are:
Service Desk Operations Manager jobs near you
Infographic showing various Service Desk Operations Manager job openings in Chicago, IL as of July 2026, with employment types broken down into 82% Full Time, 16% Part Time, 1% Temporary, and 1% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $97,445 per year, or $46.8 per hour.

Service Desk Manager - IT

Request Technology, LLC

Franklin Park, IL • On-site

Other

Posted 4 days ago

Job description

***We are unable to sponsor as this is a permanent full-time role***

***This is a Contract to Hire Position***

Responsibilities & Qualifications

  • Experience managing service desk operating budgets and software license stewardship at the endpoint.
  • Experience supporting global colleagues across time zones including Mexico and India.
  • Experience with Jira Service Management or another similar ITSM solution.
  • Experience with major incident management and incident commander practices.
  • Experience with Windows Autopilot, Microsoft Intune, and modern endpoint management at scale.
  • Leads day-to-day operations of the IT Service Desk as the face of IT to the business. Owns end-user customer experience and service quality across the IT lifecycle including new-hire onboarding, role changes, and offboarding. Drives CSAT measurement, voice-of-customer feedback loops, and continual service improvement based on user input and trend data. Sets and enforces white-glove customer service standards including VIP and executive support.
  • Owns IT Service Desk processes aligned to ITIL practices including incident management, request fulfillment, problem management, knowledge management, change enablement coordination, service level management, and continual service improvement. Serves as the senior escalation point for the most complex incidents and as incident commander for major incidents affecting end users. Drives root cause analysis on recurring issues and ensures repeatable documented processes operate consistently across sites.
  • Owns service desk performance reporting, KPI definition, and SLA tracking. Maintains and publishes dashboards covering ticket volume, backlog age, first-call resolution, mean time to resolve, SLA attainment, CSAT, and repeat-caller trends. Reports service desk performance to IT leadership and business stakeholders on a regular cadence and uses data to drive staffing, training, and process decisions.
  • Owns the end-user hardware lifecycle and refresh program for laptops, desktops, mobile devices, printers, plotters, and meeting room hardware across company domestic and global sites. Drives forward-looking refresh planning, end-of-life tracking, hardware standards definition, replacement sequencing, and asset inputs to IT budget and capital planning. Ensures no end-of-life equipment remains in production past committed timelines.
  • Owns end-user asset management discipline and visibility. Ensures device inventory accuracy, lifecycle status tracking, and use of asset data to support budgeting, refresh planning, software license management, and security compliance reporting.
  • Manages the service desk team including hiring, onboarding, coaching, performance management, training, and career development. Owns workload allocation, shift scheduling, on-call rotations, and global support coverage strategy across US domestic, Mexico, and India. Builds bench strength and succession depth for senior analyst and team lead roles.
  • Plans and executes end-user technology initiatives with structured milestones, clear ownership, status visibility, stakeholder communication, and on-time delivery. Includes hardware refresh waves, OS upgrades, Microsoft 365 rollouts, site openings, office moves, and merger and acquisition integration support.
  • Manages vendor and partner relationships for service desk operations including hardware OEMs, software vendors, MSP and staff augmentation partners, mobile carriers, and managed print providers. Owns vendor SLAs, escalation paths, warranty management, performance reviews, and renewal input.
  • Drives self-service, automation, and AI-enabled support adoption to shift left routine work, reduce ticket volume, and improve user experience. Partners with the AI Enablement function to surface service desk use cases for AI adoption. Manages the service desk knowledge base as a strategic asset.

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