SERVICE DESK LEAD

Description

JOB ANNOUNCEMENT

Service Desk Lead

DEPARTMENT TECHNOLOGY & INNOVATION

Support Division

Number of Positions: 1

(Additional vacancies possible pending budget approval)

Starting Salary: $91,778

(New hires are paid the starting rate. Current employees' pay rate is determined by their job title and years of service.)

Applications for this position will be accepted until 11:59pm CDT on 7/31/2026.

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.

ESSENTIAL DUTIES

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

Location: 2 North La Salle Street

Days: Monday - Friday

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

THIS POSITION IS NOT IN CAREER SERVICE

Qualifications

Six (6) years of IT support work experience, OR

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, OR

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, OR

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

SELECTION REQUIREMENTS

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 our employees benefits please visit our benefits website at:

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For Information on our salary and title structure visit our classifications website at:

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APPLICATION EVALUATION: Initial evaluation will be based on information provided on the application and the documents submitted. The Department of Human Resources staff will review applications after the final posting date. Staff will follow any and all required Employment/Hiring Plan provisions, federal, state and local laws, and Collective Bargaining Agreements when applicable. Staff will apply hiring preferences as required by the municipal code. Placement on an eligibility list is not an offer or guarantee of an interview nor employment with the City of Chicago.

COMMITMENT TO DIVERSITY: To further our commitment to hiring applicants with diverse experience the City of Chicago has adopted the following ordinances 2-74-020 and 2-74-075. The ordinances provide a preference for applicants who meet minimum qualifications and who are veterans of the Armed Forces, and/or residents of Socio-Economically Disadvantaged Areas (SEDA) and/or Chicago Public School (CPS) high school graduates to be referred to departments for consideration. These hiring preferences do not apply to bidders, as Collective Bargaining Agreements define the hiring process for bidders. For positions covered by a collective bargaining agreement, bidders will be considered before external candidates. To learn more about our hiring practices click here.

ALL REFERENCES TO POLITICAL SPONSORSHIP OR RECOMMENDATION MUST BE OMITTED FROM ALL APPLICATION MATERIALS SUBMITTED FOR CITY EMPLOYMENT.

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

City of Chicago

Brandon Johnson, Mayor