Archdiocese of Chicago · 5 days ago
IT Service Center Manager
Chicago, IL
Full-time
Onsite
Mid, Senior Level
$76K/yr - $95K/yrThe Archdiocese of Chicago is the third largest in the United States, serving over 2.2 million Catholics across 216 parishes. The Service Desk Manager is responsible for leveraging IT best practices to ensure efficient resolution to client needs, overseeing Help Desk personnel, and managing Help Desk tools and metrics.
CommunitiesEventsNon ProfitReligion
Responsibilities
Responsible for timely and effective first and second level support and meeting established Service Level Agreements (SLA’s)
Managing partnership with our MSP, CAI and oversee Level 1 support
Managing Help Desk FTE’s and consultants day-to-day work and serving as a liaison with the consultant’s parent companies
Ensuring continuous improvement of Help Desk response to meet business needs
Responsible for daily, weekly, monthly, quarterly, and annual metrics and status reports
Responsible for major incident management, escalations, and appropriate resolutions
Coordinating training needs for Help Desk FTEs and consultants, both for professional growth and system upgrade / changes needs
Providing leadership, projecting a positive attitude, and contributing to the overall professional atmosphere of the office
Proactively solving problems that may arise within Help Desk processes, workflows, SLAs or service requests
Responsible for comprehensive knowledge of workflows, SLA’s, processes and procedures within the AoC ticketing service, including establishing life cycle calendars for updates and upgrades
Responsible for System administer of the Telephony system
Leverage Azure / Exchange /O365 to provide productivity solutions to client base
Laise with Eng. Team to maintain the network infrastructure
Providing Level Two support to users as needed
Performing other duties and responsibilities assigned by IT leadership as needed
Qualification
Required
Associate degree or equivalent combination of education and experience
Customer-service oriented
Related technical and managerial experience in a Help Desk environment
Attention to detail and a focus on data consistency are key
Affinity for mission-driven, not-for-profit organizations and a commitment to serving the Catholic Church in the Chicago area. Must demonstrate understanding, respect and support for Catholic Church teaching, mission, and values
Preferred
Experience with Microsoft 365 and Office 2016 a plus
Hiring preference will be given to candidates who are Catholic
Benefits
Comprehensive total rewards package
Competitive compensation and benefit programs
Company
Archdiocese of Chicago
Archdiocese of Chicago manages parishes, schools, ministries, and administrative functions for the Archdiocese of Chicago.
Founded in 1843
10001+ employees
H1B Sponsorship
Archdiocese of Chicago has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (1)
2022 (3)
Funding
Current Stage
Late StageLeadership Team
Deacon Don Grossnickle
Various Ministries, Not-For Profit Director, Board Member-Founder
Mark Goebel
Assistant Director, Development and Partnerships - Office of Human Dignity and Solidarity
Company data provided by crunchbase