Service Desk Manager

Passionate about precision medicine and advancing the healthcare industry?

Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way. Tempus' proprietary platform connects an entire ecosystem of real-world evidence to deliver real-time actionable insights to physicians providing critical information about the right treatments for the right patients at the right time.

The IT Service Desk Manager is a critical leadership role responsible for overseeing the daily operations of the Service Desk team while driving the strategic evolution of our support ecosystem. This individual will lead a high-performing team to provide exceptional technical support ensuring high availability rapid resolution and a superior user experience. A primary focus for this version of the role is the modernization of support through automation and Artificial Intelligence (AI) to scale operations and improve efficiency.

• Lead mentor and develop a team of Service Desk analysts fostering a culture of accountability technical growth and customer-centricity.

• Track report and iterate on key performance indicators (KPIs) and Service Level Agreements (SLAs) using data to drive continuous improvement.

• Act as a senior escalation point for complex technical issues and high-priority incidents.

• Workflow Automation: Identify opportunities to automate repetitive tasks and manual processes (e.g. user onboarding/offboarding password resets software provisioning) using ITSM tools and orchestration platforms.

• AI Integration: Evaluate and implement AI-driven solutions such as intelligent virtual agents (IVAs) predictive sentiment analysis and AI-powered ticket routing to enhance self-service and reduce MTTR (Mean Time to Resolve).

• Knowledge Management: Oversee the maintenance of a robust Knowledge Base leveraging AI to optimize content delivery and search accuracy for both agents and end-users.

• Manage the lifecycle of service requests and incidents ensuring consistent documentation and resolution quality.

• Collaborate with Infrastructure Security and Engineering teams to align support processes with broader IT initiatives.

• Oversee IT asset management (ITAM) and procurement processes for end-user hardware and software.

• Experience: 5+ years in IT Support/Service Management with at least 2+ years in a management or lead capacity.

• Technical Proficiency: Expertise in ITSM platforms (e.g. ServiceNow Jira Service Management Zendesk) and automation tools.

• AI & Data: Proven experience or strong theoretical knowledge in deploying AI/ML tools within a support environment to drive efficiency.

• Soft Skills: Exceptional communication stakeholder management and the ability to lead through change.

Education: Bachelor’s degree in IT Computer Science or equivalent experience. ITIL Certification is highly preferred.

CHI - $120000 - $145000

The expected salary range above is applicable if the role is performed from Illinois and may vary for other locations (California Colorado New York). Actual salary may vary based on qualifications and experience. Tempus offers a full range of benefits which may include incentive compensation restricted stock units medical and other benefits depending on the position.

We are an equal opportunity employer. We do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status. 

What We Do

We bring together one of the world’s largest libraries of multimodal clinical and molecular data with a robust suite of AI tools to help physicians personalize care in real time connect patients with therapies and clinical trials and enable partners to accelerate discovery and development of new treatments. With ~8 million de-identified research records and 350+ petabytes of data Tempus partners with more than half of U.S. oncologists and the majority of the top 20 global pharma companies. Our teams are pioneering work across oncology neurology psychiatry cardiology and beyond—transforming how care is delivered and therapies are developed. At Tempus every role contributes to our mission: to help each patient benefit from the experiences of those who came before. For more information visit tempus.com.

Why Work With Us

We’re looking for people who can change the world. People who question the status quo and refuse to shy away from tough problems. For builders who are never done building and the learners who are never done learning. Passionate individuals with undying curiosity who want to take on one of the greatest challenges humanity has ever faced—head on.

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