Service Desk Manager - End User Support - Information Syst Manager

Working Title: Service Desk Manager - End User Support

Job Class: Information Systems Manager

Agency: Minnesota IT Services

• Job ID : 97796

• Location : St. Paul

• Telework Eligible : Yes #LI-Hybrid

• Full/Part Time : Full-Time

• Regular/Temporary : Unlimited

• Who May Apply : Open to all qualified job seekers

• Date Posted : 11/04/2026

• Closing Date : 11/10/2026

• Hiring Agency/Seniority Unit : Minnesota IT Services

• Division/Unit : Department of Transportation (DOT)

• Work Shift/Work Hours : Day Shift / 8:00 AM - 4:30 PM

• Days of Work : Monday - Friday

• Travel Required : No

• Salary Range: $46.33 - $79.28 / hourly; $96,737 - $165,536 / annually

• Classified Status : Classified

• Bargaining Unit/Union : 216 – Middle Management Association (MMA)

• FLSA Status : Exempt - Executive

• Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

Join the 2,800+ professionals of Minnesota IT Services (https://mn.gov/mnit/about-mnit/careers/) (MNIT) who connect Minnesotans to services that will improve their lives. This position will be part of the Enterprise Services team, which delivers a full suite of services to state agencies, boards, councils, and commissions, and many central services to local government partners.

The Enterprise Service Desk provides technical assistance in support of all IT technologies and services provided by Minnesota IT Services (MNIT). The Enterprise Service Desk is Minnesota IT Services front facing technical support operation to state Executive Branch agencies, Boards and Commissions, and other customers totaling 33,000+ end-users.

The purpose of this leadership position is to manage multiple Service Desk Supervisors within the Enterprise Service Desk Organization – End User Support division. This position provides supervision, direction, coaching, and support for Service Desk Supervisors. The position assists with all Enterprise Service Desk – End User Support responsibilities; process alignment, integration and standardization of Service Desk methodologies, metrics and tools; ensuring consistency of service delivery to customers and measurably high levels of customer satisfaction. Specifically, this includes the oversight and coordination of Enterprise Service Desk - end user IT support request practices, as well as enabling new service functionality and continual process improvement.

This position reports to the Enterprise Service Desk Director and is one of three Enterprise Service Desk Managers that provide recommendations for new or changed processes and technologies within the Enterprise Service Desk organization, and execution of departmental strategy and goals. The position, in addition to managing multiple Supervisors, will also manage Enterprise Service Desk projects, develop processes and procedures to ensure the correct adherence and implementation of agency standards.

This position works closely with MNIT management at Executive Branch agencies, to provide monthly metrics, overview of MNIT Enterprise Incident and Request Management processes, and ensure efficient operations and high levels of customer satisfaction.

This position requires an employee to work onsite a t 600 N. Robert Street, St. Paul , Min nesota at least 50% of the time, with limited telework available. Telework (https://mn.gov/mmb-stat/policies/1422-telework.pdf) eligibility depends on residence:

• Candidates living in Minnesota or within 50 miles of the worksite in a bordering state (Iowa, North Dakota, South Dakota, and Wisconsin) may telework up to 50%.

• Minnesota residents living more than 50 miles from the worksite may be eligible to telework more than 50%.

• Candidates living 50 miles or more from the worksite in a bordering state are not eligible for hire unless relocating within 50 miles.

Minimum Qualifications

Candidates must clearly demonstrate all of the following qualifications in their resume:

Position requires a minimum of five (5) years of professional experience supporting IT operations in an enterprise-scale environment serving end users across multiple departments, business units, or agencies.

Experience must also include:

• Demonstrated experience managing or coordinating IT support operations, including incident management, request fulfillment, workload management, service delivery, and escalation management using IT service management (ITSM) platforms.

• Experience using contact center technologies and reporting tools to monitor service levels, call metrics, agent performance, and operational effectiveness.

• Working knowledge of identity and access management practices, including account administration, employee onboarding/offboarding, account lifecycle management, and Microsoft Active Directory.

• Experience using operational metrics and performance data to identify service delivery challenges and implement process improvements that improved service quality, efficiency, or customer satisfaction.

• Strong written and verbal communication skills with the ability to effectively convey information, build mutual understanding, and collaborate with technical and non-technical stakeholders.

• Two (2) years of lead work or supervisory experience including oversight of staff (e.g. selection, orientation, training, coaching, performance management, etc.).

• Experience setting program or organizational strategy, aligning staffing and resources, integrating an equity lens, and delivering measurable results across multiple teams or functions.

• Customer-focused approach grounded in active listening, empathy, and solution-oriented problem-solving, with demonstrated leadership and people engagement skills that support positive user experiences and high-performing teams.

Two (2) years of experience in a Systems Architect classification or two (2) years of experience in an external IT Architect role may substitute for the required supervisory experience.

Preferred Qualifications

• Five (5) or more years of experience using operational metrics, performance data, and customer feedback to identify opportunities for improvement and drive measurable improvements in service delivery.

• Current ITIL 4 Foundation certification or higher.

• Three (3) or more years of supervisory or management experience in an enterprise IT service desk environment supporting multiple agencies, departments, or business units.

• Three (3) or more years of current, extensive, and demonstrated experience and knowledge of ITSM tools, metrics and report creation.

• Three (3) or more years of experience and demonstrated ability using contact center platforms, such as Amazon Connect or Cisco Finesse, to gather performance metrics and conduct agent call reviews.

• Three (3) or more years of experience managing or overseeing employee onboarding, offboarding, and account lifecycle management processes.

• Three (3) or more years of experience managing or supporting telecommunications services, billing processes, and related operational activities.

Additional Requirements

It is the policy of Minnesota IT Services that a successful candidate must pass all legally required checks prior to employment which may consist of the following:

• SEMA4 Records Check (applies to current and past state employees only)

• Criminal History Check

• Reference Check

• Social Security and Address Verification

• Education Verification

• CJIS Background Check

• DOC Background Check

• Other legally required checks

Minnesota IT Services does not participate in the federal E-Verify program. Minnesota IT Services is unable to sponsor applicants for work visas, including F-1 STEM OPT extensions, and cannot complete Form I-9 or any other documentation requiring employer participation in E-Verify. All applicants must be legally authorized to work in the United States at the time of application.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.

Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email [email protected] . Please indicate what assistance is needed.