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 OverviewThe 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 Responsibilities1. Strategic Leadership & Team ManagementLead, 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 - $120,000 - $145,000
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.
Skills Required
- 5+ years in IT Support/Service Management
- 2+ years in a management or lead capacity
- Expertise in ITSM platforms and automation tools
- Proven experience deploying AI/ML tools
- Bachelor's degree in IT, Computer Science, or equivalent
- ITIL Certification
What the Team is Saying
Tempus AI Compensation & Benefits Highlights
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Healthcare Strength — Healthcare coverage spans medical, dental, vision, life/AD&D, short‑term disability, mental‑health/EAP, FSAs, and even pet insurance. Feedback suggests this breadth meets core needs for many employees.
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Wellbeing & Lifestyle Benefits — On‑site cafeteria meals, stocked snacks, an on‑site barista, commuter benefits, gym discounts, ERGs, and regular events enhance daily experience, especially at Chicago HQ. Feedback suggests these amenities add tangible value for those working regularly on‑site.
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Parental & Family Support — Parental leave and an onsite Mother’s Room are highlighted, alongside hybrid work in many roles. Feedback suggests these supports help work‑life integration for caregivers.
Tempus AI Insights
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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Tempus AI Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Most of the team follows a hybrid policy, with some roles allowing for a fully remote arrangement and some roles being onsite only.
