IT Service Desk Leader

City of Minneapolis; Minneapolis (MN); On-site; USD 95,000 - 130,000; Full time

Job summary

The City of Minneapolis is seeking a Manager of the Information Technology Service Desk to provide strategic direction and ensure high-quality service delivery across IT service desk operations. This on-site leadership role requires coordinating with IT staff, city officials, and external partners to meet service level expectations and customer satisfaction.

You will lead incident management, personnel development, budgeting, vendor governance, and cross-team projects, while developing long-term

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration or equivalent.
• Five to seven years of related work experience.
• ITIL certification preferred (Foundation/Practitioner/Intermediate or higher).

Responsibilities

• Develop and communicate a clear IT Service Desk vision aligned with goals.
• Lead Service Desk staff, including hiring, promotion, and performance reviews.
• Oversee Priority 1 incidents with swift resolution.
• Create long-term IT Service Desk strategies targeting efficiency.
• Allocate resources for incidents and IT projects.
• Conduct regular agent performance evaluations.
• Analyze data to identify root causes and improvements.
• Maintain high customer satisfaction through clear expectations.
• Manage complex projects and provide stakeholder status reports.
• Collaborate with city-wide teams to align with strategy.
• Report hours and project progress to the Director.
• Pursue IT knowledge and ITIL certifications.
• Ensure IT service desk compliance with security standards.

Education

Bachelor's Degree in Information Technology, Computer Science, Business Administration or equivalent combination of education and experience

Job description

The City of Minneapolis is seeking a Manager of the Information Technology Service Desk to provide strategic direction and ensure high-quality service delivery across IT service desk operations. This on-site leadership role requires coordinating with IT staff, city officials, and external partners to meet service level expectations and customer satisfaction.

You will lead incident management, personnel development, budgeting, vendor governance, and cross-team projects, while developing long-term