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Enterprise Service Desk Manager
Stratus
Lead and manage enterprise IT service desk, driving strategy, operations, and improvement.
6d ago
$82,765 - $124,147
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Rolling Meadows, IL
Office Full-Time
Company Size
1,000 Employees
Service Specialisms
Construction services
Project Management
Consulting
Engineering
Architecture
Property Development
Design
Technical Services
Sector Specialisms
Financial
Healthcare
Retail
Petroleum & C-Stores
Hospitality
Restaurants
Sports & Entertainment
Transportation
Role
What you would be doing
ticketing
knowledge management
incident management
automation
sla monitoring
itil processes
- Manage service desk tools and technologies, ensuring effective ticketing, knowledge management, and reporting.
- Ensure service desk availability across multiple time zones
- Collaborate with IT infrastructure, application, and security teams to ensure smooth end-to-end service delivery.
- Build, lead, mentor, and manage the Service Desk team
- Establish and monitor performance goals, SLAs, and KPIs to ensure continuous improvement.
- Establish a robust feedback loop with users to ensure services meet evolving business needs.
- Act as the primary point of contact for business leaders regarding IT service desk performance.
- Champion automation, self-service portals, and knowledge base improvements to enhance efficiency.
- Implement ITIL-based processes (incident, request, change, and problem management).
- Drive a customer-first culture, fostering accountability and service excellence.
- Provide regular service performance reports and improvement plans to executive leadership.
- Define and execute the vision, strategy, and roadmap for the enterprise service desk in alignment with IT and business objectives.
- Analyze incident trends to proactively identify and resolve recurring issues.
- Evaluate and integrate emerging technologies that improve IT support capabilities.
- Manage national accounts for Fortune 500 companies
- Oversee day-to-day service desk operations, ensuring timely resolution of incidents, service requests, and escalations.
What you bring
service desk
itil
bachelor’s
7+ years
leadership
communication
- Excellent communication and stakeholder management abilities.
- Experience with service desk platforms (e.g., ServiceNow, Jira Service Management, BMC Remedy, Freshservice, IFS Assyst).
- ITIL v3/v4 certification strongly preferred.
- Proven experience managing enterprise-scale service desk teams in a multi-site environment.
- Bachelor’s degree in Information Technology, Computer Science, or related field preferred. An advanced degree e.g. Masters or MBA is a plus.
- Analytical mindset with experience in data-driven decision-making.
- 7+ years of progressive IT support experience, with at least 3+ years in a managerial or leadership role required.
- Deep understanding of IT service management frameworks, SLAs, and performance metrics.
- Strong leadership, coaching, and team-building skills.
- Additional perks including Pet Insurance, Employee Assistance Program, Educational Assistance Program, Identity Theft Protection, Critical Illness Plans, Commuter Benefits and various employee discount offerings from our Vendors
- Career Growth Opportunities and Career Mapping
- Company paid Short/Long Term Disability
- Company paid Life Insurance
- Supportive & Friendly Culture
- Flexible Spending & Health Savings Accounts
- Medical, Dental, Vision coverage options
- Generous Paid Time Off program + Holidays
- 401k with Employer Contribution
Information not given or found
Interview process
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Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
- Stratus emerged from a vision to deliver high-impact solutions in complex sectors like infrastructure and energy.
- With a rich history of successful projects, Stratus has built a reputation for precision and reliability.
- Specializing in large-scale construction, renewable energy, and infrastructure projects, they take on challenging and ambitious work.
- Stratus has successfully managed a variety of projects, from residential developments to intricate energy systems.
- The company is known for its focus on innovation, providing cutting-edge solutions to meet the needs of modern industries.
- Stratus stands out for its ability to blend technical expertise with practical implementation, ensuring projects are completed on time and within budget.
- Collaboration: Team Synergy, Cross-functional Cooperation, Innovation, Client Satisfaction
- Recognition: Motivation and morale through rewards, positive workplace environment, retention, continuous improvement
- Growth Mentality: Continuous learning, adaptability, innovation and creativity, competitive edge, improved performance
- Integrity and transparency in all dealings
- Innovation through diverse perspectives and ideas
- Purpose-driven leadership: Leadership alignment, clear core values, embedded purpose in systems, meetings, hiring, recognition
2030
Carbon Neutrality Goal
The company aims to achieve carbon neutrality across all operations by this year.
100%
Recycled Materials
By 2028, all server racks, data cabling, and network accessories will be made from fully recycled materials.
50%
Takeback Program Growth
Increase in purchases under the Takeback and Reuse program by 2028.
2030
Electric Fleet Transition
Entire fleet of service vehicles will transition to fully electric trucks by this year.
- Ensure entire supply chain meets sustainable and ethical practices by 2032: drop‑ship manufacturers by 2030; LEED‑certified manufacturing partners by 2032
- Minimize environmental footprint by implementing energy‑efficient technologies and practices in offices and data centers
- Diversity, Equity & Inclusion are pillars built into culture: open atmosphere built on trust where every employee feels equally valued, heard, supported and guided
- Treat everyone as a valuable contributor and business partner; learn and respect emotions, feelings, thoughts and peculiarities; respect time, cultural backgrounds and responsibilities
- Ensure equal opportunity and equal access to support and work‑life balance for all employees
- Focus on constantly building a more diverse workforce across gender, race, age, national origin, sexual orientation and background
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