IT 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.

Role Overview

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.

Key Responsibilities

1. Strategic Leadership & Team Management

• 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.

2. Automation & AI Innovation

• 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.

3. Operational Excellence

• 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.

Qualifications & Competencies

• 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.

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CHI - $95,000 - $150,000

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.

About Us

Tempus was founded in August of 2015 by Eric Lefkofsky, after his wife was diagnosed with Breast Cancer. Shortly after he founded the company in an effort to bring the power of technology and artificial intelligence to cancer care, he convinced Ryan Fukushima to join as the company’s first employee.

Ryan and Eric began assembling a world class team, focused on building the first version of a platform capable of ingesting real time healthcare data in an effort to personalize diagnostics.

We built the platform for oncology and have expanded it to neuropsychiatry, cardiology, infectious disease (through COVID), and radiology. Despite our rapid growth, our mission remains the same—to help make sure patients are on the right drug at the right time, so they can live longer and healthier lives.

Why Work Here?

We’re looking for people who can change the world.

Who question the status quo and don’t shy away from tough problems. For the builders who are never done building and the learners who are never done learning. We’re looking for passionate people with undying curiosity. Those who want to attack one of the most challenging problems mankind has ever faced. Head on.