Service Desk Process Lead

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

Who We Are

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.

Job Overview

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.

In this role, you will

• 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.

For this role, you will need

• 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 clear, concise, audience-appropriate messaging.
• Proven ability to deliver accurate, confident, organization-wide communications during major incidents or high-pressure service disruptions.
• Demonstrated strength in people leadership, with the ability to build, develop, and sustain cohesive, high-performing teams.
• Strong coaching and mentoring capabilities, providing real-time feedback, observation-based development, and hands-on support to team members.
• Ability to foster a culture of accountability through trust, clear expectations, and consistent leadership presence.
• Deep understanding of Service Desk strategy, IT service management best practices, and relevant industry standards.
• Proven ability to balance short-term operational demands with long-term strategic direction and continuous improvement initiatives.
• Working knowledge of call center technologies and ITSM/ticketing systems, including performance monitoring, reporting, and workflow optimization.
• Strong critical thinking and analytical skills, with the ability to evaluate systems, workflows, and service data to identify inefficiencies and recommend improvements.
• Excellent organizational and time management skills, with the ability to manage multiple priorities while maintaining service quality and team morale.
• Professional presence with the ability to set the tone for the team by modeling composure, accountability, and calm, decisive leadership.
• Team-first mindset with a demonstrated commitment to cross-shift collaboration and collective service outcomes over individual metrics.
• Willingness to travel as needed to support client projects and corporate responsibilities.

Why Join Us

Cutting-Edge Innovation & Technology: Unlock the opportunity to be a vital part of a cutting-edge environment where innovation is not just encouraged but is a way of life. You'll have the chance to work with the latest technologies, contribute to ground-breaking projects, and stay at the forefront of advancements in the IT industry.

Professional and Personal Growth: We are dedicated to investing in our team’s growth and success. By providing the tools, resources, and support needed to enhance skills and stay ahead of industry trends, we empower our team members to unlock new opportunities for advancement. We believe that fostering individual growth strengthens careers and drives the collective success of our company.

Collaborative & Inclusive Culture: Be part of a team where collaboration drives success. Our inclusive culture celebrates diverse perspectives and ensures every voice is heard, creating an environment where innovation and teamwork flourish. You’ll collaborate with skilled professionals from a wide range of backgrounds, exchanging ideas, tackling challenges, and crafting solutions that make a real impact. Together, we build a stronger, more dynamic workplace where collective problem-solving is at the heart of everything we do.

Empowering Work Environment: Discover the opportunity to be an integral part of a team where your ideas are not only heard but celebrated, and your contributions have a direct impact. In this role, you’ll experience a sense of purpose as your work drives meaningful results for our projects and clients. We prioritize your growth and ensure that your potential is recognized, fostering an environment where your efforts lead to both personal fulfillment and collective success.

Benefits Offered

• Comprehensive health insurance (medical, dental, vision)
• Short-Term Disability Insurance
• Accidental Death & Dismemberment (AD&D) and Life Insurance
• 401(k) retirement savings plan with employer matching
• Paid Time Off
• Paid Holidays

** RL Canning is an Equal Opportunity Employer. All applicants will be considered for employment without discrimination based on race, color, religion, sex, marital status, national origin or ancestry, age, disability (physical or mental), veteran status, or any other status protected by federal, state, or local law.