Service Desk Lead

Service Desk Lead

Department:
Technology & Innovation, Support Division. Number of positions: 1 (additional vacancies possible pending budget approval). Starting Salary: $91,778. Applications accepted until 11:59pm CDT on 7/24/2026. Under direction, this is a Lead classification. The class title is primarily supervisory in nature overseeing the Service Desk Unit and performing related duties as required. This class is assigned to the Leadership Technology Job Family, which consists of positions responsible for overseeing the identification, prioritization, and delivery of work activities;

coaching and developing employees; providing thought leadership to business partners; and helping shape and execute the technology vision and strategy to maximize business values.

• Leads a team of Technicians (Support, Senior, and Principal levels) that provides first-point-of-contact, day-to-day technical support to employees and end users via phone, chat, and email.
• Completes performance appraisals for subordinate staff, administers disciplinary actions, and approves staff time‑off requests.
• Manages team workload by monitoring service database of incoming Incidents and Requests, determining priorities, and assigning work accordingly to ensure timely resolution.
• Ensures all issues are resolved in a timely manner while providing excellent customer service.
• Responds to complex issues escalated from staff and works to ensure successful resolution.
• Establishes standards, metrics, performance targets, and expectations for the unit.
• Reviews productivity reports to assess performance and identify areas for improvement.
• Provides training and guidance to subordinate staff on Service Desk procedures and functions.
• Additional duties may be required for this position.

• Six (6) years of IT support work experience.
• Graduation from an accredited college with an Associate's degree in Computer Science, Information Technology/Systems, or a directly related field, plus four (4) years of IT support work experience.
• Graduation from an accredited college or university with a Bachelor's degree in Computer Science, Information Technology/Systems, or a directly related field, plus two (2) years of IT support work experience.
• Graduation from an accredited college or university with a Master's degree in Computer Science, Information Technology/Systems, or a directly related field, plus one (1) year of IT support work experience.

This position requires applicants to complete an interview. The interviewed candidate(s) possessing the qualifications best suited to fulfill the responsibilities of the position will be selected.

For information on employee benefits please visit: https://(Use the "Apply for this Job" box below)..html

For information on salary and title structure visit: https:// Classification/

Location:

2 North La Salle Street

Days:
Monday - Friday

Hours:

8:00am to 4:00pm (flexible)

THIS POSITION IS NOT IN CAREER SERVICE

The City of Chicago is an Equal Employment Opportunity, Military Friendly, and Fair Chance Employer.