Service Desk Process Lead

On-site Role – Chicago, IL (12:00 pm to 12:00 am shift)

We are not offering visa sponsorship or C2C for this position due to resource requirements

RL Canning is a global IT managed services and consultancy firm committed to enhancing the digital workplace by driving value through technology and operational excellence. Our comprehensive service portfolio, supported by an ecosystem of digital innovators, delivers industry‑leading solutions tailored to each customer's unique needs. We focus on achieving better, faster results aligned with long‑term strategic goals.

RL Canning is seeking “TWO” Service Desk Process Leads to join our IT team. You will be responsible for team performance metrics, coaching team members, serving as the primary escalation point during their shift, and leading communications during major incidents.

The US base salary range for this full‑time position is $85,000.00 to $95,000.00 annual W2, along with a comprehensive benefits package detailed in the “Benefits Offered” section of the job description. The salary wage offered within this range will be influenced by factors such as work location, job‑related skills, experience, and relevant education or training. During the hiring process, your recruiter will provide more specific information about the salary range, considering these factors.

Compensation and benefits remain in the Company’s sole discretion and may be modified at the Company’s absolute discretion, consistent with applicable law, until they are paid.

• Lead and oversee daily Service Desk operations, ensuring consistent, high‑quality customer service delivery across all support channels.
• MUST be able to work 12:00 pm to 12:00 am
• MUST be able to work every other weekend
• MUST be willing to work a schedule of 2 days on, 2 days off, 3 days on ETC (Pitman Work Schedule)
• MUST be willing to work 100% onsite.
• Manage call queues and ticket workflows, prioritizing requests based on business impact, urgency, and available resources to meet service level commitments.
• Monitor all open incidents and service requests, proactively addressing overdue items and driving timely, effective resolution.
• Plan, schedule, and coordinate staff coverage to ensure optimal resource alignment and consistent SLA performance across shifts.
• Balance workloads and monitor team performance to maintain productivity, accountability, and service excellence.
• Administer and optimize the Automatic Call Distribution (ACD) system, including configuration changes, reporting analysis, and process improvement initiatives.
• Serve as the primary IT communications lead during major incidents, delivering clear, timely, and organization‑wide updates.
• Translate complex technical information into clear, concise, jargon‑free communications tailored to executives, stakeholders, and end users.
• Communicate confidently and professionally with both technical subject matter experts and executive leadership, even when managing evolving or incomplete information.
• Maintain composure and precision in high‑pressure, time‑sensitive situations, modeling calm and decisive leadership.
• Develop, mentor, and coach Service Desk analysts through active engagement, real‑time feedback, and hands‑on leadership.
• Identify skill gaps, observe workflow patterns, and implement targeted coaching and training to elevate overall team capability.
• Drive cross‑shift collaboration and continuous improvement by optimizing workflow, reducing silos, and leveraging low‑volume periods to advance backlog work.
• Maintain and continuously improve Service Desk documentation, policies, and procedures while contributing to a positive, accountable, and service‑focused team culture.
• Perform other tasks as necessary to support and achieve business objectives.

• Bachelor’s degree in Health Informatics, Information Technology, Computer Science, or a related field required.
• 5+ years of experience in healthcare technology environments preferred, including at least 3 years in a supervisory or leadership capacity.
• Exceptional verbal and written communication skills, with the ability to translate complex technical concepts into…