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Service Desk & End User Support Manager, Mid-Level
jobright.com, Chicago, Illinois, United States, 60290
Service Desk & End User Support Manager, Mid-Level
Join to apply for the
Service Desk & End User Support Manager, Mid-Level
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Jobright.ai Service Desk & End User Support Manager, Mid-Level
Join to apply for the
Service Desk & End User Support Manager, Mid-Level
role at
Jobright.ai Get AI-powered advice on this job and more exclusive features. Jobright is an AI-powered career platform that helps job seekers discover the top opportunities in the US. We are NOT a staffing agency. Jobright does not hire directly for these positions. We connect you with verified openings from employers you can trust. Job Summary: Strata Decision Technology empowers healthcare organizations with innovative financial planning tools. They are seeking an IT Service Desk & End User Support Manager to lead the support functions, focusing on operational excellence and AI integration to enhance IT services. Responsibilities: Define and execute the vision for a high-performing, high-satisfaction IT Service Desk. Build a culture of continuous improvement, accountability, and service excellence. Drive alignment with business goals and partner closely with HR, Security, and Engineering to support critical employee lifecycle processes. Partner with IT leadership to mature incident, request, change, and problem management processes. Implement structured SOPs, playbooks, and escalation paths to ensure accountability across the team. Oversee the day-to-day performance of the IT Service Desk, ensuring responsive, high-quality support for internal users and adherence to SLAs. Ensure on/offboarding activities are completed within defined SLAs while providing a measurable, repeatable, and delightful experience. Enforce clean role based access controls Collaborate with Security, Infrastructure, and GRC to ensure Audit readiness. Bring an automation-first mindsetimplementing AI tools and intelligent workflows to simplify repeatable tasks, boost team efficiency, and enhance the end-user experience. Promote scalable self service and automation first response to reduce manual workloads and improve efficiency. Oversee hardware/software inventory, lifecycle management, and vendor partnerships to ensure timely procurement and cost-effective service delivery. Stay abreast of technical requirements from various teams and make recommendations for hardware upgrades to support performance requirements. Ensure seamless device transition and provisioning workflows. Establish and track KPIs, service metrics, and dashboards to monitor support performance. Regularly identify and report on trends, and areas for improvement on data-driven insights. Lead, coach, and grow a team of support professionals. Foster a culture of accountability, customer focus, and technical innovation. Upskill support to improve service delivery. Set clear goals, provide ongoing feedback, and support career growth. Foster a collaborative, customer-obsessed team culture. Act as a strategic liaison between the Service Desk and internal teams, helping to align IT services with evolving business needs. Work with Desktop engineering to support and optimize laptop provisioning. Represent the function across the organization. Qualifications: Required: 7+ years of experience in IT Support, End-User Services, or ITSM functions, with at least 4+ years in a managerial role. Experience leading and developing direct reports in a high-demand, customer-centric environment. Proven experience designing and scaling internal support processes with measurable outcomes. Deep understanding of ITIL, SLA/OLA frameworks, and helpdesk platforms (e.g., Jira Service Management, ServiceNow). Passion for creating world-class employee experiences you measure success in smiles and solved tickets. Strong interpersonal skills and the ability to influence across departments. Proven ability to identify and implement AI and automation tools to streamline workflows and scale support operations. Excellent communication, leadership, and change management skills. Company: Strata Decision Technology offers financial analytics, business intelligence, and decision support services for the healthcare industry. Founded in 1996, the company is headquartered in Chicago, Illinois, USA, with a team of 201-500 employees. The company is currently Growth Stage. Strata Decision Technology has a track record of offering H1B sponsorships. Seniority level
Seniority level
Mid-Senior level Employment type
Employment type
Full-time Job function
Job function
Project Management Industries
Software Development Referrals increase your chances of interviewing at Jobright.ai by 2x Inferred from the description for this job
Medical insurance Vision insurance 401(k) Get notified when a new job is posted. Sign in to set job alerts for End User Support Manager roles.
Chicago, IL $95,000.00-$120,000.00 3 days ago Chicago, IL $165,000.00-$175,000.00 3 weeks ago Downers Grove, IL $90,000.00-$120,000.00 3 weeks ago Chicago, IL $90,000.00-$110,000.00 18 hours ago Chicago, IL $132,898.00-$195,000.00 4 days ago Rosemont, IL $100,000.00-$130,000.00 2 days ago Greater Chicago Area $160,000.00-$180,000.00 1 week ago Desktop Operations Engineer, Intermediate (Hybrid)
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Lead Analyst - Epic Clinical Systems Applications
Chicago, IL $84,400.00-$99,200.00 1 day ago Downers Grove, IL $90,770.00-$113,460.00 1 week ago Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr
Join to apply for the
Service Desk & End User Support Manager, Mid-Level
role at
Jobright.ai Service Desk & End User Support Manager, Mid-Level
Join to apply for the
Service Desk & End User Support Manager, Mid-Level
role at
Jobright.ai Get AI-powered advice on this job and more exclusive features. Jobright is an AI-powered career platform that helps job seekers discover the top opportunities in the US. We are NOT a staffing agency. Jobright does not hire directly for these positions. We connect you with verified openings from employers you can trust. Job Summary: Strata Decision Technology empowers healthcare organizations with innovative financial planning tools. They are seeking an IT Service Desk & End User Support Manager to lead the support functions, focusing on operational excellence and AI integration to enhance IT services. Responsibilities: Define and execute the vision for a high-performing, high-satisfaction IT Service Desk. Build a culture of continuous improvement, accountability, and service excellence. Drive alignment with business goals and partner closely with HR, Security, and Engineering to support critical employee lifecycle processes. Partner with IT leadership to mature incident, request, change, and problem management processes. Implement structured SOPs, playbooks, and escalation paths to ensure accountability across the team. Oversee the day-to-day performance of the IT Service Desk, ensuring responsive, high-quality support for internal users and adherence to SLAs. Ensure on/offboarding activities are completed within defined SLAs while providing a measurable, repeatable, and delightful experience. Enforce clean role based access controls Collaborate with Security, Infrastructure, and GRC to ensure Audit readiness. Bring an automation-first mindsetimplementing AI tools and intelligent workflows to simplify repeatable tasks, boost team efficiency, and enhance the end-user experience. Promote scalable self service and automation first response to reduce manual workloads and improve efficiency. Oversee hardware/software inventory, lifecycle management, and vendor partnerships to ensure timely procurement and cost-effective service delivery. Stay abreast of technical requirements from various teams and make recommendations for hardware upgrades to support performance requirements. Ensure seamless device transition and provisioning workflows. Establish and track KPIs, service metrics, and dashboards to monitor support performance. Regularly identify and report on trends, and areas for improvement on data-driven insights. Lead, coach, and grow a team of support professionals. Foster a culture of accountability, customer focus, and technical innovation. Upskill support to improve service delivery. Set clear goals, provide ongoing feedback, and support career growth. Foster a collaborative, customer-obsessed team culture. Act as a strategic liaison between the Service Desk and internal teams, helping to align IT services with evolving business needs. Work with Desktop engineering to support and optimize laptop provisioning. Represent the function across the organization. Qualifications: Required: 7+ years of experience in IT Support, End-User Services, or ITSM functions, with at least 4+ years in a managerial role. Experience leading and developing direct reports in a high-demand, customer-centric environment. Proven experience designing and scaling internal support processes with measurable outcomes. Deep understanding of ITIL, SLA/OLA frameworks, and helpdesk platforms (e.g., Jira Service Management, ServiceNow). Passion for creating world-class employee experiences you measure success in smiles and solved tickets. Strong interpersonal skills and the ability to influence across departments. Proven ability to identify and implement AI and automation tools to streamline workflows and scale support operations. Excellent communication, leadership, and change management skills. Company: Strata Decision Technology offers financial analytics, business intelligence, and decision support services for the healthcare industry. Founded in 1996, the company is headquartered in Chicago, Illinois, USA, with a team of 201-500 employees. The company is currently Growth Stage. Strata Decision Technology has a track record of offering H1B sponsorships. Seniority level
Seniority level
Mid-Senior level Employment type
Employment type
Full-time Job function
Job function
Project Management Industries
Software Development Referrals increase your chances of interviewing at Jobright.ai by 2x Inferred from the description for this job
Medical insurance Vision insurance 401(k) Get notified when a new job is posted. Sign in to set job alerts for End User Support Manager roles.
Chicago, IL $95,000.00-$120,000.00 3 days ago Chicago, IL $165,000.00-$175,000.00 3 weeks ago Downers Grove, IL $90,000.00-$120,000.00 3 weeks ago Chicago, IL $90,000.00-$110,000.00 18 hours ago Chicago, IL $132,898.00-$195,000.00 4 days ago Rosemont, IL $100,000.00-$130,000.00 2 days ago Greater Chicago Area $160,000.00-$180,000.00 1 week ago Desktop Operations Engineer, Intermediate (Hybrid)
Chicago, IL $74,367.00-$80,000.00 2 weeks ago People & Culture Specialist, L&D Resource Center - Events
Chicago, IL $50,000.00-$60,000.00 1 week ago Chicago, IL $78,870.00-$103,191.00 3 days ago Downers Grove, IL $45.00-$55.00 1 week ago Clinical Application Analyst, Revenue Cycle/Scheduling- AZ/IL
Lead Analyst - Epic Clinical Systems Applications
Chicago, IL $84,400.00-$99,200.00 1 day ago Downers Grove, IL $90,770.00-$113,460.00 1 week ago Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr