The IT Service Desk Manager is a technical lead role reporting to the CELS IT Director. This position is responsible for supervising and mentoring a team of 3-5 Tier 1 and Tier 2 support professionals in the IT Service Desk, which serves as the first point of contact for IT support and services to a diverse community of 700+ employees using macOS, Windows, and Linux systems. The manager will lead efforts to mature the Service Desk's operations, applying ITIL frameworks to improve processes, enhance customer experience, and ensure alignment with the organization's strategic objectives.

This position will be primarily on-site (4 days/week, minimum, with allowance for occasional work from home).

Key Responsibilities include:
 

Team Leadership and Development:

Supervise, mentor, and develop the skills of a Service Desk team of 3-5 individualsManage daily operations, including resource planning and work allocationServe as an escalation point for technical issues related to macOS, Windows, and Linux systemsFoster a culture of continuous learning and collaboration within the team

Customer Support and Incident Management:

Ensure incidents and requests are handled in alignment with defined SLAs
and ITIL practicesMonitor service metrics and use analytics to identify trends and improvement
opportunitiesAct as a key escalation point for complex or high-priority incidents
 

IT Operations and Service Improvement:

Collaborate with IT leadership, including the Research Computing Deputy IT Director, the High Performance and Institutional Computing Deputy IT Director, and the IT Director, to align the Service Desk's offerings with organizational goalsLead initiatives to enhance service catalog management, knowledge management, and service level agreementsDesign and implement frameworks for monitoring and measuring customer
experience and satisfaction
 

Process Optimization:

Analyze and design business processes to improve efficiency and effectivenessDevelop and maintain the Service Desk's service catalog and associated processesApply data-driven insights to guide process improvement initiatives
 

Knowledge Sharing and Training:

Oversee the lifecycle of knowledge assets, ensuring effective sharing, storage, and collaboration.Provide training and documentation to enhance team proficiency and customer satisfaction.

The Computing, Environment, and Life Sciences (CELS) Systems Group is dedicated to empowering scientific discovery through innovative IT solutions. Our mission is to create a world-class computing environment that supports groundbreaking research and collaboration. By joining our team, you'll contribute to transformative projects, tackle complex challenges, and work alongside passionate colleagues in an inclusive, customer-focused culture.

As a member of the CELS Systems group, you will:

Participate in the technical operation and support of CELS computing infrastructure and high-performance computing (HPC) facilities to enhance the productivity of scientific, administrative, and research colleagues.Have opportunities to learn from industry leaders, gain exposure to cutting-edge technologies, and grow your expertise in managing hybrid computing environments and advanced infrastructure solutions.Aid in cultivating a customer-centric culture by leveraging customer feedback to drive continuous improvement and innovation.Collaborate with colleagues and customers using Agile Scrum for project management and ITIL for IT service and operations management.

Position Requirements

PTL1: Minimum of a Bachelor's degree in Computer Science, Information Technology, or a related field.Minimum 4+ years of experience in IT operations or customer support roles, including team leadership or supervisory experience.Ability to demonstrate strong technical skills, proven leadership and mentoring abilities, and a collaborative approach to working with stakeholders across various IT departments.Ability to manage daily team operations while driving continuous improvement initiatives for processes, services, and customer satisfaction.Demonstrated expertise and comfort in using and supporting macOS, Windows, and Linux systems.Preferred experience but not required applying ITIL frameworks to IT operations.Preferred experience but not required working in a research or academic IT environment.Proven and effective prior leadership and mentoring skillsProven ability to manage and develop technical teams.Excellent communication and collaboration skills.Analytical mindset with a focus on continuous improvement.To perform the essential functions of this position successful applicants must provide proof of U.S. citizenship, which is required to comply with federal regulations and contract.Ability to model Argonne’s core values of impact, safety, respect, integrity and teamwork.Ability to work onsite in Lemont, Illinois a minimum of 4+ days per week.

Job Family

Professional Technical (PT)

Job Profile

IT Multi-Functional Leader 1

Worker Type

Regular

Time Type

Full time

As an equal employment opportunity and affirmative action employer, and in accordance with our core values of impact, safety, respect, integrity and teamwork, Argonne National Laboratory is committed to a diverse and inclusive workplace that fosters collaborative scientific discovery and innovation. In support of this commitment, Argonne encourages minorities, women, veterans and individuals with disabilities to apply for employment. Argonne considers all qualified applicants for employment without regard to age, ancestry, citizenship status, color, disability, gender, gender identity, gender expression, genetic information, marital status, national origin, pregnancy, race, religion, sexual orientation, veteran status or any other characteristic protected by law.

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