Service Desk Manager

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EMPIST is a full-service IT company that provides businesses with the technology they need to succeed. Each day we strive to create a teamwork‑led environment that fosters the success of not just our clients and our business, but of our employees, too.

Chicago, IL – Onsite, Mon/Friday

• Oversee the support and maintenance of clients' IT infrastructure in a 24/7/365 delivery model.
• Lead a team of professionals and collaborate closely with clients and internal stakeholders to deliver exceptional support services.
• Meet SLA/SLO obligations for response and resolution of end‑user incidents and requests.
• Orchestrate end‑user service delivery, including email and phone queue management, ticket hygiene, process adherence, quality control, dispatch scheduling, imaging, workstation deployment, and overall client satisfaction.
• Manage team schedules, balancing time‑off requests against client demand, and oversee on‑call scheduling.
• Provide quality assurance and control to ensure high accuracy in the execution of SOPs.
• Offer coaching and mentoring through daily/weekly/monthly 1‑on‑1 and team sessions to drive team performance improvement.
• Manage client issue escalation to ensure timely resolution.
• Ensure team members have the necessary resources, training, and support to deliver high‑quality services.
• Coordinate a dispersed team at client sites.
• Develop and maintain KPIs to measure and report on department performance.
• Promote client satisfaction while ensuring timely solution delivery.
• Collaborate with sales and account management to identify opportunities for improved service alignment.
• Continuously evaluate and enhance operational processes, methodologies, and tools to improve efficiency and effectiveness.
• Provide technical guidance and direction to all USG team members to resolve client issues.
• Interview, train, and mentor new USG staff to ensure they have the necessary skills for high‑quality service delivery.
• Promote EMPIST’s vision, mission, and core values to all employees.

• Bachelor’s degree in computer science, information technology, or a related field.
• 5+ years in a Managed Service Provider (MSP) environment.
• 3+ years of direct people management experience, including performance reviews, promotions, mentoring, and career advising.
• Ability to identify, evaluate, implement, and manage individual and team KPIs.
• Experience managing dispatch IT resources and scheduling work at client sites.
• Resource capacity and utilization planning experience.
• Experience managing logistics, inbound, inventory, configuration, workbench, and outbound for IT equipment.
• Project management experience a plus.
• Proven track record of developing high‑performing teams.
• Able to develop and implement strategic plans and manage multiple projects simultaneously.
• Familiarity with Windows and Linux server administration.
• Basic network administration skills a plus.
• Office 365 administration (Exchange, SharePoint, One Drive, Teams).
• Preferred experience with Cisco, Meraki, Microsoft M365 and Azure, Microsoft Windows Server, SQL Server, Active Directory, VMWare, Veeam, Datto, HPE servers and MSA, Pure storage.
• Experience with disaster recovery methodologies and tools.
• Excellent communication and leadership skills, with the ability to build and maintain strong relationships with clients and internal stakeholders.
• ITIL Foundations v4.0 (or higher) preferred.

$90,000 – $105,000 per year

• Comprehensive health, dental, and vision insurance
• Student loan reimbursement program
• 401(k) plan with employer matching
• Opportunities for career advancement

EMPIST is a 25‑year‑old global company with US locations in the heart of the Loop in Downtown Chicago, Downtown Elmhurst on York Road, and an office in Phoenix, AZ. We also have our European HQ in Athens, Greece. EMPIST has been named to the Inc 500/5000 list for 8 out of the last 9 years and is recognized as one of the 501 most influential MSPs in the world.