Heartland Human Care Services · 5 hours ago
IT Service Manager
Chicago, IL, US
Full-time
Hybrid
Senior Level
$62K/yr - $94K/yr
5+ years expHeartland Human Care Services is seeking an IT Service Manager to provide leadership and hands-on support for the Service Desk and end-user computing environment. The role involves managing complex technical issues, partnering with various stakeholders, and ensuring the Service Desk meets established KPIs while supporting Microsoft-based environments.
Non-profit Organization Management
Responsibilities
Lead, coach, and develop the Service Desk team, serving as the primary escalation point for complex incidents and problems
Design, implement, and continuously improve Service Desk processes, workflows, and performance metrics
Monitor and report on KPIs, service levels, and trends; recommend and implement improvements
Partner closely with the Sr. Manager, IT Services, to align IT service delivery with organizational priorities
Prepare technical documentation, reports, and training materials for staff and end users
Resolve complex technical issues related to desktop, system, network, and Microsoft cloud environments
Administer and support Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive, and Microsoft Teams
Manage identity and access using Azure Active Directory (Entra ID), including user provisioning, role-based access, conditional access policies, and multi-factor authentication
Support hybrid identity environments integrating on-premises Active Directory with Azure Active Directory
Deploy, maintain, and manage endpoints using modern device management tools (e.g., Intune / Endpoint Manager)
Deploy, maintain, and update applications and operating system images using automated and cloud-based tools
Manage IT asset lifecycle processes, including hardware and software inventory, asset tracking, refresh planning, and retirement, leveraging asset management capabilities within ITSM platforms
Participate in the planning, implementation, and review of new Microsoft technologies and solutions
Document procedures, standard operating procedures (SOPs), configurations, and system changes
Recommend and implement approved operational and security improvements
Ensure adherence to IT security standards and best practices, including endpoint protection and device management
Participate in an on-call rotation and carry a smartphone to provide support for critical incidents. After-hours calls are infrequent but require a timely response unless prior notice of unavailability is provided
Perform other duties as assigned
Qualification
Required
Bachelor's degree in information technology, Computer Science, or a related technical field, or equivalent combination of education and experience
Minimum of five (5) years of progressively responsible experience in IT support, systems administration, or service desk operations
Demonstrated experience supporting Microsoft-based environments
Experience managing and administering Service Desk / ITSM platforms such as Fresh service, ConnectWise Manage, or comparable service management tools
Valid driver's license with a satisfactory driving record
Microsoft Certified: Azure Administrator Associate (AZ-104), Identity and Access Administrator Associate (SC-300), or Endpoint Administrator Associate (MD-102)
ITIL® 4 Foundation or equivalent IT service management certification
CompTIA Security+ or equivalent security certification
Strong knowledge of Microsoft cloud platforms, including Microsoft 365 and Azure
Hands-on experience with identity and access management, conditional access, MFA, and security best practices in cloud environments
Experience supporting modern workplace solutions such as Microsoft Teams, SharePoint Online, and OneDrive
Familiarity with endpoint and mobile device management (MDM), including Intune / Endpoint Manager/Ivanti
Knowledge of endpoint security tools and cloud-integrated security solutions (e.g., Sentinel One, Microsoft Defender)
Proficiency with Microsoft Office and other standard business applications
Excellent written and verbal communication skills
Ability to communicate technical concepts clearly to non-technical audiences
Strong customer service mindset with the ability to collaborate effectively with diverse teams and stakeholders
Demonstrated professionalism and discretion in handling confidential and sensitive information
Strong problem-solving, analytical, and decision-making abilities
Ability to work independently with minimal supervision while managing multiple priorities
Demonstrated leadership, collaboration, emotional intelligence, and strategic thinking skills
Benefits
Medical insurance. BCBS PPO, HMO, and HDHP with HSA Plan
Dental insurance.
Vision insurance.
401(k) 3% Employer Contribution.
Commuter benefits.
ProfessionalDevelopment Assistance.
Disability insurance.
Voluntary Benefits.
FlexibleSpending Account.
Life/AD&DInsurance.
Employee Assistance Program.
Special Vendor Discounted Offerings on Travel, Amusement Parks, etc.
Company
Heartland Human Care Services
At Heartland Human Care Services, we are courageous champions of human rights. We believe society is better for everyone when we can all participate.
501-1000 employees
H1B Sponsorship
Heartland Human Care Services 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
2024 (4)
2022 (2)
2021 (4)
Funding
Current Stage
Late StageCompany data provided by crunchbase