Job Information
State of Minnesota Service Desk Supervisor - SAUS in St. Paul, Minnesota
Working Title: Service Desk Supervisor
Job Class: Systems Analysis Unit Supervisor
Agency: Minnesota IT Services
Job ID : 79605
Location : St. Paul
Telework Eligible : Yes #LI-Hybrid
Full/Part Time : Full-Time
Regular/Temporary : Unlimited
Who May Apply : Open to all qualified job seekers
Date Posted : 09/19/2024
Closing Date : 09/25/2024
Hiring Agency/Seniority Unit : Minnesota IT Services
Division/Unit : Enterprise Service Desk / End User Support
Work Shift/Work Hours : Day Shift
Days of Work : Monday - Friday
Travel Required : No
Salary Range: $38.74 - $66.92 / hourly; $80,889 - $139,728 / 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 (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes
The work you'll do is more than just a job.
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 2,600+ professionals of Minnesota IT Services (https://mn.gov/mnit/about-mnit/careers/) (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.
As a Service Desk Supervisor, you will supervise a team of analysts within the Enterprise Service Desk. Specifically, this may include resolution of technical issues and service outages, as well as enabling new service functionality.
You will also assist with consolidation of Service Desk functions; 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.
Based on input from Service Desk staff, various technical teams throughout MNIT, end-user business communities, along with MNIT and industry best practices, you will make recommendations to senior management on direction for new or changed technologies and processes. You also may manage projects, define standards for the use of technology, or develop processes and procedures to ensure the correct adherence and implementation of agency standards.
You will work closely with MNIT management / supervisory staff and technicians, other agencies, and external vendors or companies to ensure efficient operations and high levels of customer satisfaction.
This position is currently eligible for full-time telework:
Telework (https://mn.gov/mmb-stat/policies/1422-telework.pdf) for Minnesota IT Services allows an employee to perform work from a telework location and an employee may be required to be in the office based on business needs and other dependencies in St. Paul, Minnesota.
Only candidates located in Minnesota and bordering states (Iowa, North Dakota, South Dakota, or Wisconsin) are telework eligible.
Minimum Qualifications
Candidates must clearly demonstrate all of the following qualifications in their resume. Resume tips here. (https://mn.gov/mnit/about-mnit/careers/hiringprocess.jsp) :
Position requires a minimum of three (3) years of IT Service Desk experience.
Experience must include:
Experience with end-user facing Incident Management and End User Support.
Experience with a Service Desk ticketing application such as Remedy OnDemand, ServiceNow, etc.
Knowledge and experience with customer service and Service Management best practices, e.g., ITIL.
Experience with process improvement initiatives, with a strong track record of implementing solutions that optimize workflows and reduce inefficiencies.
Experience with enterprise systems for account and device management such as Active Directory, Cisco phone systems, MECM, or similar platforms.
Working knowledge and experience with technical onboarding processes and procedures.
Ability to deliver effective verbal or written messages that facilitate a mutual understanding on both parties.
Customer service skills that include active listening, empathy, and problem-solving.
Preferred Qualifications
Lead work or supervisory experience in an IT operations environment.
Telecommunications or relatable industry experience.
Familiarity with telecommunications networks and services, and knowledge of technology trends.
Must be self-motivated, positive in approach, professional, and help create, develop and implement project process improvements.
Strong desire to grow and develop team members.
Knowledge and/or experience with MNIT’s business environment, challenges, and business needs.
Knowledge and/or experience with State-wide policies and procedures governing employee relations and collective bargaining.
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
CJIS Background Check
Other legally required checks
Minnesota IT Services does not participate in E-Verify. Minnesota IT Services will not sponsor applicants for work visas, including F-1 STEM OPT extensions. All applicants must be legally authorized to work in the United States.
AN EQUAL OPPORTUNITY EMPLOYER
Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.
Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us . Please indicate what assistance is needed.