This job was posted by https://illinoisjoblink.illinois.gov : For moreinformation, please see:https://illinoisjoblink.illinois.gov/jobs/11602203 As CohnReznick grows,so do our career opportunities. As one of the nation\'s top ProfessionalServices and Business Advisory firms, we foster teams in Advisory,Assurance, and Tax services that value innovation and collaboration ineverything they do!

　　We currently have an exciting career opportunity for a IT Service DeskManager to join the Firm\'s National IT Service Desk/Call Center inour Chicago office.

　　This is a virtual position. A virtual position does not require jobduties be performed within proximity of a CohnReznick office location.As a virtual employee, you may be required to be present at aCohnReznick office with scheduled notice for client working, teammeetings or training.

　　YOUR TEAM.

　　As the IT Service Desk Manager, you will lead a team that deliversthe best end user experience and assistance to CohnReznick\'s businessand IT users, by overseeing the IT Service Desk and Application Supportteam. This role reports to the Director of IT Support Services.

　　Our hours of operation are Monday through Friday, 7:00am - 7:00pm CST,including evening and weekend support during the January - April taxseason and occasional overtime as needed.

　　WHY COHNREZNICK?

　　Work-Life Blend: Our team members accrue up to 30 days of PTOdepending on their level & take advantage of 17 paid holidaysincluding two weeks off a year when all CR Team members take timeoff together (July 4th week and Thanksgiving week).Parental Leave: Our expanded leave is up to 8 weeks following thebirth or placement of a child.Flexibility: Our team members have options of being fully virtual,hybrid or in the office based on theirs and the business All fulltime or part time CR team members are offered a home office stipendupon onboarding to help them get setup at home.Diversity & Inclusion: Whether it\'s through participation in ourEmployee Resource Groups such as CR BLAC, CR PRIDE, CR Women,VMA@CR, CR GREEN, RAZA@CR, AAPI@CR, CR CARES, our team members giveback to the communities they live and work in.Total Rewards: We offer a competitive annual compensation, annualdiscretionary performance bonus, referral & client bonuses, spotbonus opportunities, 401k match with profit sharing contributionsand incentive and support towards achieving the CPA licensure.Learning & Development: Our team members have access to learningopportunities focusing on technical, leadership, and success skillsthat support their growth and career advancement, not to mention thenecessary resources to meet their compliance needs.Wellness resources: Our virtual care programs such as Headspace,Spring Health, Prevention Cloud, and Peerfit help support our teammembers\' mental and physical well-being.Performance Coach: Each CR Team member is aligned to a PerformanceCoach who will support them in establishing their goals and provideguidance and support along their career path of choice.The CR Friend: Your CR Friend will serve as a familiar face when youfirst join the firm and is someone you can always reach out to.CR Together with Purpose: Our workplace strategy aims to create anenvironment in which we have a regular cadence working at aclient\'s location, our offices and remotely depending on what weneed to accomplish, who we need to work with to be successful, andhow we will be most productive on a schedule that works best for ourclients, teams, and people.YOUR ROLE.

　　Responsibilities include but not limited to:

　　Manage the day-to-day Service Desk operations and ensure our SLAs arebeing met.

　　Coaches and mentors Service Desk agents; assesses and records theirper ormance to promote professional growth. Responsible for Service DeskTechnician evaluations.

　　Act as the escalation point for difficult calls or tickets escalated bythe IT Service Desk team.

　　Act as a liaison to other technology teams on behalf of the ServiceDesk.

　　Work directly with the Director of Support Services in the development,integration, direction, and improvements of ITSM for the Service Deskfunction.

　　Development of IT Support and Service Desk metrics, using, ServiceNow,PowerBI and Excel.

　　Collaborate on various projects that aid in driving continuous supportimprovement.

　　Document consistent processes and procedures for first-time resolutiontickets.

　　Facilitate Service Desk training and awareness sessions.

　　Hold regular workload management meetings with the IT Service Desk teamto ensure tickets are being routed appropriately and that the team ismeeting its objectives.

　　Represent the IT Service Desk at meetings when required.

　　Study data metrics reports and recommend improvements to meet and exceedsupport team goals.

　　Responsible for staffing and ensuring skill levels are maintainedthroughout operational hours.

　　Assist with the day-to-day coaching and development of our Service Des