Service Desk Manager - End User Support - Information Syst Manager

Minnesota IT Services; Saint Paul (MN); Hybrid; USD 64,000 - 109,000; Full time

Job summary

Minnesota IT Services (MNIT) seeks a Service Desk Manager to lead the End User Support team and supervise multiple Service Desk Supervisors. You will coordinate incident management, service delivery, and metrics to ensure high customer satisfaction across state agencies and partners. This role demands strategic planning, governance, and cross-functional collaboration.

The position is onsite at 600 N. Robert Street, St.

Qualifications

• Minimum five years of IT operations experience in an enterprise-scale environment.
• Experience managing IT support operations including incident management, request fulfillment, workload management, service delivery, and escalation management using 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 and Microsoft Active Directory.
• Strong written and verbal communication skills with the ability to effectively convey information and collaborate with stakeholders.
• Two years of lead work or supervisory experience including oversight of staff and performance management.
• Experience setting program or organizational strategy, aligning staffing and resources, and delivering measurable results across teams.
• Customer-focused approach grounded in active listening, empathy, and solution-oriented problem-solving with leadership skills.

Responsibilities

• Oversee Enterprise Service Desk – End User Support operations and ensure consistent service delivery.
• Coordinate metrics, service levels, and process improvements across supervisors and teams.
• Manage Enterprise Service Desk projects and align processes with agency standards and technologies.
• Provide monthly metrics reports and ensure high levels of customer satisfaction.
• Lead and develop Service Desk Supervisors and promote effective collaboration across stakeholders.

Skills

Supervisory experience

ITSM

Contact center tech

Identity & access management

Operational metrics

Communication

Customer focus

Leadership

Tools

Microsoft Active Directory

Amazon Connect

Cisco Finesse

ITSM platforms

Job description

Service Desk Manager - End User Support

• Job ID: 97796
• Location: St. Paul
• Telework Eligible: Yes
• 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: Yes

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 (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 at 600 N. Robert Street, St. Paul, Minnesota at least 50% of the time, with limited telework available. Telework 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.

Veterans

To be considered for any Veteran's Status, you MUST indicate this on your application.

RECENTLY SEPARATED VETERANS (RSV): Effective July 1, 2009, legislation provides that the top five RSV applicants who apply and meet the qualifications for a vacancy shall be granted an interview. You must:

• Meet all Minimum Qualifications identified in this posting.
• Meet all of the RSV criteria.
• Submit a copy of your DD-214 form by the closing date to: [e-mail]

CERTAIN DISABLED VETERANS: Effective August 1, 2012, legislation provides state agencies with the option to appoint certain disabled veterans on a noncompetitive basis if you:

• Meet service requirements and have a verified service-connected disability rating of at least 30%.
• Provide qualifying documentation verifying the disability.
• Meet all Minimum Qualifications identified in this posting.
• You must submit all documentation by the closing date to: [e-mail]

Current State Employees

• Bidders: This vacancy is open for bids and all qualified applicants simultaneously. This vacancy will be filled in accordance with applicable union contract provisions. Current employees of Minnesota IT Services who are currently in an Information Systems Manager position and who are eligible to bid and apply within the seven (7) day bidding period will be considered prior to filling the position via other means.
• Current State Employees: Please note that employment provisions (including but not limited to seniority and leave accrual) vary among the three branches of Minnesota State government. When considering a job with another branch of state government, you are highly encouraged to explore these differences. For assistance, please direct questions to your current or anticipated Human Resources office.

About Minnesota IT Services

Minnesota IT Services is the information technology agency for the State of Minnesota. MNIT partners with agencies, boards, councils, and commissions to deliver secure, reliable technology solutions as we set IT strategy, direction, policies, and standards statewide. Work for MNIT and be part of a nation-leading IT organization that helps to create an innovative government that works for everyone. Our culture promotes collaboration, demands agility, and encourages us to embrace change. Be a part of something bigger than yourself, something to be inspired by; come to work for MNIT.

Working together to improve the state we love.

What do Minnesota's State employees have in common?

• A sense of purpose in their work
• Connection with their coworkers and communities
• Opportunities for personal and professional growth

Benefits

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

Your benefits may include:

• Paid vacation and sick leave
• 12 paid holidays each year
• Low-cost medical, dental, vision, and prescription drug plans
• Fertility care, including IVF
• Diabetes care
• Dental and orthodontic care for adults and children
• 6 weeks paid leave for parents of newborn or newly adopted children
• Pension plan that provides income when you retire (after working at least three years)
• Employer paid life insurance to provide support for your family in the event of death
• Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
• Tax‑free expense accounts for health, dental, and dependent care
• Resources that provide support and promote physical, emotional, social, and financial well‑being

Support to help you reach your career goals:

• Training, classes, and professional development
• Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)

Employee Assistance Program (EAP) for work/life support:

• A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well‑being, or job performance
• Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
• Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

Programs, resources and benefits eligibility varies

based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

EQUAL OPPORTUNITY EMPLOYERS

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourage persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

Applicants With Disabilities

Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email [e-mail] and let us know the support you need.