Manager, Technology Service Delivery

Manager, Technology Service Delivery
The Organization
We help society’s foundational institutions—healthcare and higher education—to achieve their full potential in service to others.
We are our clients’ trusted partners in ever-changing times. For more than 30 years, Kaufman Hall has provided independent, objective insights grounded in sound data and analysis to help clients fulfill their missions, achieve their goals, and tackle their toughest problems.
Kaufman Hall provides world-class management consulting in strategic financial planning (a concept we created); performance improvement; partnerships, mergers, and acquisitions; and treasury and capital markets. Kaufman Hall’s consulting is supported by a deep foundation of benchmarking and software tools.
At Kaufman Hall, we believe that sustained success is never an accident. It is the result of sound decision making, based on data-driven analysis and disciplined thinking, and guided by the fundamental principles of corporate finance.
The Position
Kaufman, Hall & Associates, LLC, is seeking a Manager, Technology Service Delivery who will work as a member of the Kaufman Hall’s Infrastructure team and will be responsible for working alongside and leading our Service Desk Analysts/Help Desk Associates to provide excellent customer service and resolve all technical incidents in a timely manner.
The Manager, Technology Service Delivery will be responsible for establishing and refining the IT Infrastructure Library (ITIL) processes, techniques, tools, and methods used by the Service Desk to provide exceptional support and services to internal and external customers. The person in this role will ensure customer service is timely and accurate on a daily basis, and will be responsible for recruiting, training, and supporting Service Desk Analysts/Help Desk Associates.
As a Manager, Technology Service Delivery, you thrive in a hyper-growth, fast-paced environment and have a solid technical background combined with customer service experience.  A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

• Manage the Service Desk team and evaluate performance.
• Ensure customer service and employee support is timely and accurate on a daily basis.
• Contribute to improving customer support by actively responding to queries and handling complaints.
• Help lead the implementation, continuous improvement and documentation of new and existing policies, procedures, and processes for IT systems.
• Collaborating with (getting help from or providing help to) IT subject matter experts.
• Implement and maintain ITIL best practices.
• Follow up with customers to identify areas of improvement.
• Develop daily, weekly, and monthly reports on the Service Desk’s productivity.
• Serves as a Tier II/Tier III technical support resource to resolve system, network, cloud, phone, and application incidents.

Qualifications
In addition, the successful candidate will possess the following:

• Minimum of 2+ years of proven work experience as a help desk people manager and a minimum 8+ years of experience in the help desk field supporting medium to large businesses in the following areas:
  • Workstation repair, maintenance, and deployment.
  • Microsoft Windows 10 and 11 troubleshooting, administration, and maintenance.
  • Microsoft Active Directory and Entra ID management and support.
  • Microsoft Exchange (Hybrid) mailbox creation and maintenance.
  • M365 (Entra ID, Intune, SharePoint, OneDrive) management and support.
  • Microsoft Teams Phone management and support (Cloud Direct Routing).
  • Advanced wired and wireless network support and troubleshooting.
  • Video conferencing technologies (Poly and Microsoft Teams Rooms).
• Experience implementing and maintaining an ITSM solution for incidents, change management, and inventory management.
• Project management experience.
• Solid technical background with an ability to give instructions to a non-technical audience, with patience.
• Customer-service oriented with a problem-solving attitude.
• Excellent written and verbal communications skills (Creating and maintaining SOP documentation).
• Team management skills.
• Applicants for employment must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Kaufman Hall (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Education - BS/BA in Computer Science, Information Technology or related field or the equivalent work experience.
Physical Requirements 

• Must be able to perform essential duties satisfactorily with reasonable accommodations.
• Work is generally done sitting, talking, hearing and typing. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading.

Work Environment 

• Travel Required: None
• The role is based in Chicago at 433 W. Van Buren, 3 – 4 days per week onsite, with some flexibility. 
• Work is regularly performed in a combination of an office and home office setting and routinely uses standard office equipment.

Kaufman Hall is committed to providing equal opportunity for all employees and applicants. We recruit, hire, train, promote, pay, and administer all employment actions without regard to actual and also perceived or assumed protected group status as defined by law of an individual or that individual’s associates or relatives. Our policies and the law prohibit employment discrimination against any employee or applicant on the basis of any legally protected status.

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