Manager Information Technology Service Desk

City of Minneapolis•Minneapolis, MN

12d•Onsite

About The Position

The Manager of the Information Technology Service Desk ensures efficient daily operations, quality outcomes, and customer satisfaction by providing strategic direction and validating service delivery. The role develops long-term strategies aligned with organizational goals and industry best practices, coordinates service delivery across IT teams, and ensures that service desk operations align with city-wide strategies, standards, and objectives. The manager leads and supports Service Desk Agents, including hiring, promotion, discipline, termination, workload monitoring, scheduling, development, and performance evaluation. The position oversees Priority 1 incidents, addresses complex IT issues, allocates staff and tools, and works to maintain service quality and minimize downtime. It also supports complex IT projects, evaluates new software and hardware, maintains technical knowledge, and achieves and maintains relevant hardware and software certifications. The role communicates with IT staff, city departments, officials, stakeholders, vendors, and external organizations. It manages customer expectations, uses feedback and performance data to improve service delivery, prepares management reports, and informs the Director of project progress. The position currently works on-site in a regular indoor office environment. The City of Minneapolis does not sponsor applicants for work visas.

Requirements

Bachelor's degree in Information Technology, Computer Science, Business Administration, or an equivalent combination of education and experience.
Five to seven years of related work experience.
An equivalent combination of education and experience closely related to the duties may be considered.
Ability to develop and communicate a clear vision aligned with organizational goals.
Ability to lead teams through organizational changes, process improvements, and technology upgrades.
Skills in planning, executing, and monitoring IT service desk projects and initiatives.
Ability to analyze data and metrics to identify trends, performance gaps, and improvement opportunities.
Ability to manage vendor relationships and service level agreements.
Ability to manage budgets, allocate resources, and control costs.
Ability to build and foster a collaborative, high-performing team.
Ability to develop IT service continuity and disaster recovery plans.
Effective communication with internal and external stakeholders.
Knowledge of IT compliance standards and data security best practices.
Ability to identify and implement technologies and approaches to improve service efficiency and customer satisfaction.
Ability to handle conflicts and disputes constructively.
Applicants must sign an informed consent form allowing the City to obtain criminal history information for a Minneapolis Police Department background check; applicants who do not sign will not be considered.

Nice To Haves

Information Technology Infrastructure Library (ITIL) certification is preferred; examples include ITIL Foundation, ITIL Practitioner, ITIL Intermediate, or higher-level certifications.

Responsibilities

Maintain effective communication with IT staff, other departments, city officials, and external vendors and organizations about IT service matters.
Provide leadership, guidance, and support to IT Service Desk Agents, including hiring, promoting, disciplining, and terminating employees; monitoring workloads; scheduling assignments; coordinating development; and evaluating performance.
Coordinate with other IT teams on cross-team projects and service delivery.
Orchestrate and oversee Priority 1 incidents, coordinating internal and external support users, vendors, and contractors to maintain service quality and minimize downtime.
Develop and implement long-term IT Service Desk strategies aligned with organizational goals and industry best practices.
Allocate staff and tools for incident resolution and projects, optimizing resource use to meet service expectations.
Conduct regular performance evaluations, set expectations, provide feedback, and drive continuous improvement.
Address complex IT issues and high-severity incidents by analyzing data, identifying root causes, and making informed decisions.
Manage customer expectations regarding incident resolution, response times, and service delivery; collaborate within IT on action plans based on customer feedback.
Participate in complex IT projects to ensure new and existing systems are supportable.
Conduct stakeholder meetings and provide business-oriented status reports.
Collaborate with city-wide teams to align service desk operations with city-wide strategy, standards, and objectives.
Report hours, inform the Director of project progress, and prepare management reports.
Identify support trends and anticipate support needs.
Maintain technical knowledge by evaluating new software and hardware, attending seminars, and continuing industry-related training.
Achieve and maintain certification in relevant hardware and software systems.
Develop and communicate a vision for the IT Service Desk aligned with organizational strategic goals.
Lead teams through organizational changes, process improvements, and technology upgrades.
Plan, execute, and monitor service desk projects and initiatives.
Analyze data and metrics to identify trends, performance gaps, and service delivery improvements.
Manage vendor and service-provider relationships to ensure service level agreements are met.
Manage and allocate service desk budgets, resources, and costs.
Build a collaborative, high-performing team through recruitment, training, and motivation.
Develop and implement IT service continuity and disaster recovery plans.
Ensure operations comply with IT compliance standards and data security best practices.
Identify and implement technologies and approaches to improve service desk efficiency and customer satisfaction.
Handle conflicts and disputes within the team or with customers constructively and efficiently.