IT Service Desk Manager: Lead Ops & Service Excellence

City-of-Minneapolis; Minneapolis (MN); On-site; USD 90,000 - 130,000; Full time

Job summary

City of Minneapolis seeks a Manager of the Information Technology Service Desk to provide strategic direction and ensure quality service delivery for the IT Service Desk. This on-site role leads a team, manages incidents, and aligns desk operations with city-wide goals.

The position requires a Bachelor's degree in IT/CS/Business Admin, 5–7 years of related experience, and ITIL preferred. A thorough background check is part of the process and the role is not visa-sponsored.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration or equivalent.
• Five to seven years of related work experience.
• ITIL certification is preferred and demonstrates ITSM expertise.

Responsibilities

• Maintain effective communication with IT staff, city officials, and external vendors to ensure clear information flow.
• Lead and support IT Service Desk Agents; manage hiring, promotions, and performance evaluations.
• Oversee Priority 1 incidents to minimize downtime and maintain service quality.
• Develop long-term strategies for IT Service Desk aligned with organizational goals.
• Allocate resources for incident resolution and projects; optimize utilization.
• Conduct regular performance evaluations and drive continuous improvement.

Skills

Leadership

IT service desk management

Stakeholder communication

Education

Bachelor's degree in IT/CS/Business Admin

Tools

ITIL (preferred)

Job description

City of Minneapolis seeks a Manager of the Information Technology Service Desk to provide strategic direction and ensure quality service delivery for the IT Service Desk. This on-site role leads a team, manages incidents, and aligns desk operations with city-wide goals.

The position requires a Bachelor's degree in IT/CS/Business Admin, 5–7 years of related experience, and ITIL preferred. A thorough background check is part of the process and the role is not visa-sponsored.