Service Desk Manager: End-User Support Leader

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

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.