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Service Desk Operations Manager Jobs in Chicago, IL

SCIGON Solutions

ITSM / Service Desk Lead

Oak Brook, IL · On-site

$93K - $125K/yr

SLA & Performance Management * Develop and monitor service level agreements and operational KPIs ... Desk leadership experience. * Strong hands-on experience with ServiceNow or a comparable ITSM ...

Scigon Solutions

ITSM / Service Desk Lead

Oak Brook, IL · On-site

$93K - $125K/yr

SLA & Performance Management * Develop and monitor service level agreements and operational KPIs ... Desk leadership experience. * Strong hands-on experience with ServiceNow or a comparable ITSM ...

GCM Grosvenor

IT Service Desk Manager

Chicago, IL · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

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 ...

Consumers Credit Union

Help Desk Manager

Lake Forest, IL · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

Lead and manage Service Desk operations, including ticket intake, triage, escalation, resolution, and support delivery across all locations. * Coach, develop, and inspire a team of Service Desk ...

Consumers Credit Union

Help Desk Manager

Lake Forest, IL · Hybrid

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

Lead and manage Service Desk operations, including ticket intake, triage, escalation, resolution, and support delivery across all locations. * Coach, develop, and inspire a team of Service Desk ...

Consumers Credit Union

Help Desk Manager

Lake Forest, IL · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

Lead and manage Service Desk operations, including ticket intake, triage, escalation, resolution, and support delivery across all locations. * Coach, develop, and inspire a team of Service Desk ...

Novolex

IT Manager - Managed Services

Lake Forest, IL · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

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 ...

Novolex

IT Manager - Managed Services

Lake Forest, IL

$94K - $115K/yr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

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 ...

NextStep

Trade Desk Operations Engineer

Chicago, IL · On-site

$89K - $122K/yr

  • Medical

  • Retirement

  • PTO

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 ...

Novolex

IT Manager - Managed Services

Lake Forest, IL · On-site

$94K - $115K/yr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

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 ...

Novolex

IT Manager - Managed Services

Lake Forest, IL · On-site

$94K - $115K/yr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

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 ...

ITW

IT Help Desk Supervisor

Glenview, IL · Hybrid

$93K - $123K/yr

  • PTO

... 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 ...

Next Step Systems

Trade Desk Operations Engineer

Chicago, IL · On-site

$89K - $122K/yr

  • Medical

  • Retirement

  • PTO

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 ...

Addison Group

Service Desk Analyst

Chicago, IL · Remote

$20 - $25/hr

  • Medical

  • Dental

  • Vision

  • Retirement

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

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Showing results 1-20

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

$161.9K

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

As of Aug 18, 2026, the average yearly pay for service desk operations manager in Chicago, IL is $97,445.00, according to ZipRecruiter salary data. Most workers in this role earn between $73,200.00 and $116,000.00 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.

How much do service desk operations managers make?

Service Desk Operations Managers in the US typically earn between $60,000 and $100,000 annually, with the median salary around $75,000. Salaries vary based on experience, location, company size, and certifications such as HDI or ITIL, and often include benefits like bonuses and health insurance.

What is the role of a Service Desk Operations Manager?

A Service Desk Operations Manager oversees the daily operations of the service desk team, ensuring efficient incident and request resolution, maintaining service quality, and implementing process improvements. They coordinate staff, monitor performance metrics, and often utilize IT service management tools like ITIL frameworks to meet organizational service goals.

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 August 2026, with employment types broken down into 1% As Needed, 79% Full Time, 17% Part Time, and 3% Contract. Highlights an 90% Physical, 2% Hybrid, and 8% Remote job distribution, with an average salary of $97,445 per year, or $46.8 per hour.

ITSM / Service Desk Lead

SCIGON Solutions

Oak Brook, IL • On-site

$93K - $125K/yr

Other

Posted 8 days ago

Job description

Overview:
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.

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