Proven Business Systems LLC

Compensation

Full Description

Description The Help Desk Manager is responsible for the strategic leadership, operational performance, and continuous improvement of the IT Service Desk supporting employees across multiple sites and multiple states. This role oversees reactive support cases, proactive service initiatives, and security alert response workflows. The position ensures SLA compliance, optimal staffing coverage (including PTO and sick time planning), and high customer satisfaction aligned with ITIL best practices. Key Responsibilities Lead daily operations of the IT Service Desk across multiple sites and states. Ensure consistent achievement of SLAs, response times, and resolution targets. Develop and maintain escalation procedures and tiered support structures. Actively mentor and support technicians across locations. Oversee support for end-user issues, proactive maintenance, and security alert triage. Define and monitor KPIs including response time, resolution time, SLA adherence, backlog, and CSAT. Review metrics and trend analysis. Adjust staffing models to account for PTO, sick time, and seasonal volume changes. Conduct root cause analysis and implement continuous service improvements. Hire, onboard, and develop high-performing service desk technicians. Ensure ITIL aligned incident, problem, and change management processes. Coordinate security-related ticket escalation and documentation for compliance. Requirements Qualifications Required: ITIL v4 Foundation certification. 5+ years of IT Service Desk experience. 3+ years in a Help Desk or Service Desk leadership role. Demonstrated experience managing SLAs and KPI-driven environments. Experience supporting multi-site and multi-state organizations. Strong analytical and reporting skills. Excellent leadership, communication, and coaching abilities. Preferred: Experience coordinating proactive IT initiatives and security workflows. Familiarity with cybersecurity frameworks. Project management experience (PMP or similar preferred). Physical Requirements Prolonged periods of sitting at a desk and working on a computer. Ability to occasionally lift and/or move equipment up to 25 pounds (laptops, monitors, networking equipment). Ability to travel between office locations as needed. Must be able to communicate clearly via phone, video conferencing, and in person. Ability to respond to urgent operational or security incidents outside of standard business hours when required Other Commitments Participation in an on-call rotation or escalation chain for critical incidents and security alerts. Availability during high-impact outages or emergency situations. Occasional travel to regional office locations across multiple states. Commitment to maintaining service levels during periods of PTO, sick leave, or staffing shortages through proactive planning and resource management. Ongoing professional development to stay current with IT service management, cybersecurity trends, and leadership best practices. Certifications Required: ITIL v4 Foundation Certification (current and in good standing) Preferred: ITIL Managing Professional or higher-level ITIL certifications CompTIA Security+ or equivalent security-focused certification PMP, CAPM, or other project management certification HDI Service Desk Manager (HDI-SDM) Benefits GROUP HEALTH INSURANCE: After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits utilizing the Cigna network. Health options include a choice of 2 PPO plans or a High Deductible Health Plan with employer contributions to a Health Savings Account (HSA). In addition, Dental benefits are available as well as a Vision PPO plan utilizing the EyeMed network. Proven also offers voluntary worksite benefits including critical illness, hospital indemnity, accident coverage, short-term disability insurance, supplemental life and pet insurance. Additional offerings include an employee discount program, home and auto insurance services and commuter/transit FSA. EMPLOYER PROVIDED LIFE/AD&D INSURANCE: After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by BlueCross BlueShield, to all full-time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount. Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75. EMPLOYER PROVIDED LTD: Long-Term Disability (LTD) insurance is an employer-provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time. The elimination period is 90-days, and the maximum benefit is 60% of covered payroll up to $6000/month. This benefit is paid entirely by Proven IT and has no cost to the employee. EMPLOYEE ASSISTANCE PROGRAM: All employees may utilize the Disability Resource Services through BlueCross BlueShield of Illinois to assist themselves and their immediate family with convenient resources to help address emotional, legal and financial issues. Telephonic counseling and web-based services are available as well as a limited number of geographically accessible face-to-face sessions. 401K PLAN: All employees are eligible after 120 days of service to contribute on either a pre-tax or post-tax (Roth) basis to the 401K plan, administered by Principal Financial Services. Proven offers an employer match equal to 100% of the first 3% of deferrals plus 50% of the next 2% of deferrals. FINANCIAL ADVISORY SERVICES: Proven IT partners with Merrill Lynch to offer financial advisement to all employees. Merrill Lynch financial advisors are available to assist employees at no cost, with their 401k and retirement questions. PERMISSIVE TIME OFF POLICY: Proven provides a competitive paid time off policy for all full-time regular employees after a 90-day waiting period. Proven IT empowers their employees to work with their managers and team to coordinate all time off. Managers may impose a limit to requests for time off based on performance and tenure. PARENTAL LEAVE: Proven IT offers a generous parental leave policy for new parents. After 24-months of employment, Proven provides full-time regular employees with 90-days of paid Maternity leave and 10-days of paid Paternity leave. Employees with less than 24 months of service may take the same amount of unpaid time off. FITNESS CENTER: Proven IT offers a free on-site fitness center at the Tinley Park headquarters office location to all employees 24/7 Monday through Sunday. Employees utilize the gym equipment at their own risk. Proven IT is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and welcome applicants from all backgrounds. All employment decisions are based on qualifications, merit, and business needs. If you need assistance or accommodation during the hiring process, please contact us. This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.