If you are a current Duly/SBC/QMG employee, please apply through the Internal Career Site.
At Duly Health and Care , you are supported to do your best work and make a meaningful impact every day. You will be part of a collaborative, physician-led team that works as one and puts patients at the center of everything we do.
With a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, you are part of a system designed to deliver high-quality, coordinated care. Together, we create an environment where you can grow, contribute, and help improve the experience and outcomes for every patient we serve.
Benefits:
• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.
• Access to a mental health benefit at no cost.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to community engagement and social impact.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.
IT Manager - Support Services
Hybrid Schedule - 3 days Onsite in Downers Grove, IL
PRIMARY PURPOSE
This is a hands-on leadership role requiring both strategic direction-setting and direct, day-to-day operational involvement in IT service delivery. Set strategy, establish goals, and provide overall leadership for world-class IT support of all end-users at all Duly sites. Personally engage in daily service desk operations — including active queue oversight, major incident response, and escalation handling — while providing management to the IT Service Desk. Achieve support performance goals set forth by leadership.
MAJOR RESPONSIBILITIES
Manages the IT Service Desk; drives a strategic vision of service delivery by defining goals/objectives, up-training staff, building accountability, and coordinating cross-functional initiatives.
Represents IT in leadership and cross-functional operations meetings, translating business priorities into service desk strategy and staffing/resourcing plans.
Collaborate with senior leadership to identify opportunities to increase employee productivity and job satisfaction, reduce IT service tickets and to optimize performance and revenue impact.
Owns and manages the support services budget, including vendor contract negotiation, renewals, and cost/value tracking for outsourced NOC/SOC and other managed services.
Directs vendors to deliver world-class support services and holds them accountable to contracted SLAs.
Utilizes customer satisfaction feedback to identify opportunities for process improvement and education.
Actively monitors service desk ticket queues and dashboards in real time; personally steps in on P1/P2 incidents, major outages, and high-visibility escalations, including outside of standard business hours as needed.
Serves as the final escalation point for complex, unresolved, or executive-level tickets, engaging directly with end-users, providers, or leadership to drive resolution.
Leads or actively participates in incident command during major outages and personally leads post-incident reviews (RCAs) to identify root cause and corrective action.
Chairs or co-chairs the Change Advisory Board (CAB) and reviews high-risk changes before implementation.
Carries or oversees an on-call rotation for critical incident escalation across the 24/7 service desk.
Oversees ITSM processes with Incident Commander including Incident, Request, Problem, and Change Management, ensuring day-to-day execution is efficient, consistent, and measurable.
Manages design and leadership of all aspects of employee technical onboarding/job change/offboarding, including automation initiatives.
SUPERVISORY/MANAGEMENT SCOPE
Staff consists of:
10-12 Service Desk Agents
1 Incident Commander
Vendor managed…