IT Operations Desk Manager

  • Location
    Chicago, Illinois
  • Category:
    IT - IT
  • Job Type:
    Direct Hire
  • Job reference:

Job Summary:

This role is responsible for managing the members of the Innovation and Technology Operations Desk Team. The position is the coordinator of the Release Review Team for ERP as well as other product owners both IT and non-IT. Responsibilities include the deployment and testing of all application enhancements and managing the support of standard office productivity tools, remote access solutions, conference room A/V solutions, and collaboration tools. Collaborating with others in the support of IT services and infrastructure is required.


  • Participate in and drive the ongoing development of IT Operations strategy.
  • Identify opportunities for innovative improvements in ITSM based on ITIL fundamentals.
  • Recruit, develop, coach and train IT operations desk personnel; Administer IT Operations desk personnel quarterly check-ins and annual performance reviews.
  • Responsible for implementing the IT Operations Desk Policies and SLAs.
  • Utilize analytics to advise on appropriate staffing levels and operational approaches.
  • Responsible for the creation and maintenance of the IT operations Knowledge base.
  • Lead and/or participate in the identification and resolution of Application performance problems.
  • Recommend advancements in the Productivity platforms.
  • Maintain and Develop the Support Management Suite.
  • Participate in the development and deployment of application enhancements and fixes.
  • Manage the testing and approval of required D365 code changes for promotion to the production environment.
  • Manage pre-deployment testing of applications and post deployment training and feedback.
  • Facilitate close working relationship between IT and non-IT application product owners.
  • Maintain a working knowledge of current technology solutions and capabilities.


  • Bachelor’s degree.
  • 5 years related experience.
  • 2+ years supervisory experience or demonstrate needed leadership skills.
  • Microsoft Windows Desktop Operating Systems.
  • Microsoft Office 365 Suite.
  • Business Analyst skills.
  • Technical documentation creation.
  • Understanding of ITIL fundamentals.
  • ServiceNow experience.

    Unique Perks/Benefits:

  • Profit Sharing and 401K match in addition to an annual target bonus of 15 percent.
  • Excellent Health/Dental/Vision Benefits.
  • Generous PTO plan.
  • Tuition and training reimbursement. 
  • Flexible work from home program.
  • Summer hours.

  • Equal Opportunity Employer/Veterans/Disabled

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    The Company will consider qualified applicants with arrest and conviction records