Manager Information Technology Service Desk

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 mission of the Manager of the Information Technology Service Desk is to ensure the efficient daily operations, quality outcomes, and utmost customer satisfaction within the City's IT service desk by providing strategic direction to and validate service delivery of the IT Service Desk.

Work Location:

This position currently works on-site only.

The City of Minneapolis does not sponsor applicants for work visas.

1. Maintain effective communication with IT staff, other departments, city officials, and external vendors/organizations to address IT service-related matters, ensuring clear and efficient information flow.
2. Provide leadership, guidance, and support to IT Service Desk Agents. Responsibilities include hiring, promoting, disciplining, and terminating employees; monitoring workloads; scheduling work assignments; coordinating development needs; and evaluating employee performance. Coordinate with other IT teams for cross-team projects and service delivery.
3. Orchestrate and oversee all Priority 1 incidents, ensuring swift and decisive actions among internal and external support users, vendors, and contractors to maintain service quality and minimize downtime.
4. Develop and implement long-term strategies for the IT Service Desk to align IT services with organizational goals and industry best practices, ensuring the ongoing efficiency and effectiveness of IT operations.
5. Allocate resources, including staff and tools, for incident resolution and projects, optimizing resource utilization to meet service expectations.
6. Conduct regular performance evaluations for IT Service Desk Agents to set expectations, provide feedback, and drive continuous improvement.
7. Address complex IT-related issues, including high-severity incidents, by analyzing data, identifying root causes, and making informed decisions.
8. Ensure high levels of customer satisfaction by managing expectations regarding incident resolution, response times, and service delivery. Work collaboratively within IT to establish action plans based on customer feedback.
9. Participate in the management of complex IT projects to ensure the supportability of new and existing systems. Conduct meetings with stakeholders and provide business-oriented status reports.
10. Collaborate with city-wide teams to ensure IT service desk operations align with city-wide strategy, standards, and objectives.
11. Report hours, inform the Director of project progress, and prepare reports for management. Identify support trends and anticipate support needs.
12. Maintain current technical knowledge by evaluating new software and hardware, attending seminars, and continuing industry-related training. Achieve and maintain certification in relevant hardware/software systems.

Working Conditions:

Regular Indoor Office Environment

Minimum Education:

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

Minimum Experience:

Five to seven years of related work experience.

Equivalency:

An equivalent combination of education and experience closely related to the duties of the position may be considered.

Licenses/Certifications:

The Information Technology Infrastructure Library (ITIL) certification is preferred. ITIL certifications, such as ITIL Foundation, ITIL Practitioner, ITIL Intermediate, or higher-level certifications, demonstrate expertise in IT service management best practices.

Background Check (Police):

The City has determined that a thorough Minneapolis Police Department criminal background check is necessary for positions with this job title. Applicants must sign an informed consent allowing the City to obtain their criminal history information in connection with the position sought. Applicants who do not sign the informed consent form will not be considered for the position.

Union Representation:

This position is NOT represented by a collective bargaining agreement between the City of Minneapolis. View the City's Civil Service Rules here: link

Eligible List Statement:

The names of applicants who meet minimum qualification and who pass the screening process shall be placed on the eligible list for employment consideration. This list will be certified to the hiring manager who may use the list to fill a vacancy of the same job title. This eligible list will expire 4 months after it has been established.

Interview Selection:

The hiring authority reserves the right to determine the maximum number of candidates to interview from the established eligible list. If the hiring authority decides to interview other than by exam score order, they may select additional people to interview based on a candidate’s education or experience related to the field, work history, or skills uniquely related to the operational needs of the position.

1. Develop and communicate a clear and compelling vision for the IT Service Desk and align it with the organization's strategic goals and objectives.
2. Manage and lead teams through organizational changes, process improvements, and technology upgrades to adapt to evolving IT service needs.
3. Plan, execute, and monitor IT service desk-related projects and initiatives.
4. Analyze data and metrics to identify trends, performance gaps, and areas for improvement in service delivery.
5. Manage relationships with external vendors and service providers to ensure service level agreements are met.
6. Manage and allocate budgets for IT service desk operations efficiently, including resource allocation and cost control.
7. Build and foster a collaborative and high-performing team, including recruitment, training, and motivation.
8. Develop and implement IT service continuity and disaster recovery plans to minimize service disruptions.
9. Communicate effectively with internal and external stakeholders to provide updates, resolve issues, and ensure alignment with organizational objectives.
10. Ensure IT service desk operations comply with IT compliance standards and data security best practices.
11. Identify and implement innovative technologies and approaches to enhance service desk efficiency and customer satisfaction.
12. Handle conflicts and disputes within the team or with customers in a constructive and efficient manner.