Lead and develop the IT Service Desk team, oversee daily operations, improve processes, and ensure high-quality technical support for end users.
At Daniels Health, we’re on a mission to make healthcare safer and more sustainable. As a global leader in medical waste management and healthcare safety solutions, we combine innovation, compliance, and care to protect people and the environment. Our success is driven by our people — passionate professionals committed to excellence, teamwork, and continuous improvement.
We are seeking an experienced IT Service Desk Manager to lead and develop our team of IT Support Specialists. This position is responsible for the daily operations of our global Service Desk, ensuring all Daniels Health employees receive exceptional technical support and a world-class user experience.
The ideal candidate will be a proactive leader who thrives in a fast-paced environment, values process improvement, and is passionate about delivering efficient and reliable IT services. You’ll also collaborate with our Systems Administration, Cyber Security, and Development teams to maintain secure and effective IT operations across all functions — from field to office.
Key Responsibilities
- Lead and mentor the Service Desk team, fostering a culture of collaboration, accountability, and continuous improvement.
- Oversee daily Service Desk operations, ensuring timely, accurate, and high-quality support for end users.
- Manage IT asset and software lifecycle processes, including procurement, licensing compliance, and inventory control.
- Monitor and analyze service performance metrics (e.g., ticket resolution times, SLA adherence, customer satisfaction) to identify trends and implement process improvements.
- Develop and maintain vendor relationships, negotiating and managing service contracts to ensure cost-effectiveness and reliability.
- Collaborate with cross-functional teams to uphold security standards, regulatory compliance, and system availability.
- Drive service excellence initiatives, including knowledge base development, automation opportunities, and user experience enhancements.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field (preferred)
- 10+ years of experience in enterprise IT support, including 7+ years in a leadership capacity
- Strong knowledge of ITSM tools (e.g., FreshService, ServiceNow)
- Experience with Microsoft 365, networking, and asset management systems
- Exceptional communication, leadership, and problem-solving skills
- ITIL Certification preferred
At Daniels Health, you’ll be part of a purpose-driven organization that values innovation, collaboration, and people. We offer a supportive, growth-oriented environment where you can make a real impact — helping us deliver safer, cleaner, and more sustainable healthcare solutions worldwide. Join us and help shape the future of healthcare safety!
Top Skills
Asset Management Systems
Itsm Tools
Microsoft 365
Networking
Daniels Health Chicago, Illinois, USA Office
111 W Jackson Blvd, Chicago, IL, United States, 60604
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