Service Desk Manager I

State of Vermont • Calais, VT

4d

About The Position

The Service Desk Manager leads Agency of Digital Services (ADS) Service Desk function, overseeing a team of IT analysts who provide responsive, high-quality technical support to approximately 10,000 users in the Executive Branch and partner organizations. Core responsibilities include incident and request management, staffing and scheduling, performance management, coaching and training agents. The role also owns executive reporting on service delivery and quality metrics, and maintains regular touchpoints with product and service owners to ensure smooth collaboration across teams. A critical aspect of the role involves driving a focus on Continuous Improvement – applied to internal Service Desk operations, as well as Service Desk support of other agency functions.

This role relies on solid IT service management fundamentals — ITIL knowledge, comfort with ITSM tooling, and an understanding of how a service desk fits into the broader organization. The role requires the ability to lead people well: setting clear expectations, developing staff, and maintaining a culture of professionalism and process discipline. The Service Desk is a primary point of contact between ADS and the rest of state government, so the manager must bring a strong service orientation and attention to detail and an ability to model and support those qualities across the team. Prior supervisory experience in a service desk or IT support environment is strongly preferred.

A fingerprint-supported background check may be required based on the assigned job duties and location.This position, Service Desk Manager I (Job Requisition #54789), is open to all State employees and external applicants.
If you would like more information about this position, please contact [email protected].
Resumes will not be accepted via e-mail. You must apply online to be considered.
Please note that multiple positions in the same work location may be filled from this job posting.This is the first level of three in the Information Technology manager series. Management of an information technology activity at a professional level for a department or agency of Vermont State Government. Work involves developing budgets, determining long range plans and short term objectives, and allocating resources and directing program activities and objectives to achieve general policy directives and overall organizational goals. This position may supervise subordinate IT staff. However, the complexity, sensitivity, variety, scope of work and decision making authority, distinguishes the level rather than the number of staff. Work is performed under the general direction of an agency or department manager.

Requirements

• IT service management fundamentals — ITIL knowledge
• comfort with ITSM tooling
• understanding of how a service desk fits into the broader organization
• ability to lead people well: setting clear expectations, developing staff, and maintaining a culture of professionalism and process discipline
• strong service orientation and attention to detail and an ability to model and support those qualities across the team
• Six (6) years or more experience in computer science, business administration, public administration, mathematics, technical operations management or providing support to staff within an Information Technology environment.
• Four (4) years or more in an Information Technology Manager role with a combination of experience in computer operations, information technology management/administration or supervisory responsibilities.

Nice To Haves

• Prior supervisory experience in a service desk or IT support environment

Responsibilities

• incident and request management
• staffing and scheduling
• performance management
• coaching and training agents
• executive reporting on service delivery and quality metrics
• maintains regular touchpoints with product and service owners
• driving a focus on Continuous Improvement

Benefits

• 80% State paid medical premium and a dental plan at no cost for employees and their families
• Work/Life balance: 11 paid holidays each year and a generous leave plan
• State Paid Family and Medical Leave Insurance (FMLI)
• Two ways to save for your retirement: A State defined benefit pension plan and a deferred compensation 457(b) plan
• Tuition Reimbursement
• Flexible spending healthcare and childcare reimbursement accounts
• Low cost group life insurance
• Incentive-based Wellness Program
• Qualified Employer for Public Service Student Loan Forgiveness Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed