"Alerted.org

Working Title: Enterprise Service Desk Supervisor

Job Class: Systems Analysis Unit Supervisor

Agency: Minnesota IT Services

+ **Job ID** : 88805

+ **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 Post** **ed** : 10/04/2025

+ **Closing Date** : 10/13/2025

+ **Hiring Agency/Seniority Unit** : Minnesota IT Services

+ **Division/Unit** : MNIT Enterprise Service Desk

+ **Work Shift/Work Hours** : Day

+ **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 2,800+ 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 an Enterprise Service Desk Supervisor with Minnesota IT Services (MNIT), you will provide leadership and supervision to a team of analysts within the Enterprise Service Desk End User Support Team and be directly responsible for managing their day-to-day activities, ensuring performance standards and service levels are met. The Service Desk operates 3 shifts covering 24x7x365 technical contact center operations.

You will oversee staff in a variety of areas including, but not limited to; general support and troubleshooting, on/off-boarding, access fulfillment, Enterprise application and system support, mobile device management, telecommunications, and other associated services as needed. This includes collaborating with our Infrastructure team in the event of High or Sev1 Critical situations.

In this role, you will use your significant and varied technical knowledge to ensure decisions and analysis are understood and appropriate for each situation and reaches into every aspect of MNIT’s mission to deliver IT services to all agencies, boards, commissions and other MNIT customers. You will lead Enterprise Service Desk functions, alignment, integration and standardization of Service Desk methodologies, selection and implementation of metrics and tools; and ensures consistent service delivery to customers along with measurably high levels of customer satisfaction. You will also manage projects and assist to define standards for the use of technology or develop processes and procedures to ensure the correct adherence and implementation of agency standards.

**This position requires an employee to be onsite 600 Robert Street, St. Paul, Minnesota at least 50% of the time, with some opportunity to perform work from a telework location.** Telework (https://mn.gov/mmb-stat/policies/1422-telework.pdf) for Minnesota IT Services is available on a limited basis. Employees will be required to meet current telework eligibility requirements.

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:

+ End-user Support, including Incident Management and Service Request Fulfillment.

+ Service Desk ticketing application, e.g., BMC Helix, ServiceNow, etc. and Remote Support Management (such as Beyond Trust, Virtual Desktop)

+ IT Service Management best practices, e.g., ITIL, and operating in a metrics/KPI driven environment

+ M365 and Active Directory on/ off-boarding and access control.

+ Mobile Device applications (such as Intune), VPN, MFA (Microsoft, RSA), Telecommunications and VoIP (including softphones).

+ 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

+ Supervisory experience in an IT operations environment, including managing staff against metrics/KPIs and providing Quality Assurance oversight.

+ Knowledge of IT operations and technology trends, including industry-wide best practices, experience of ServiceNow Platform for Incident, Service Request, Knowledge Management, and reporting and dashboards.

+ Experience operating in a fast paced, complex and large IT operations environment.

+ Self-motivated, positive in approach, professional and help create, develop and implement best practice, process and procedural improvement(s) and demonstrate accountability and initiative in the scope of your role.

+ Excellent customer service, time management, problem-solving and troubleshooting skills, with a 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

+ Education Verification

+ CJIS Background Check

+ Other legally required checks

Minnesota IT Services does not participate in E-Verify. Minnesota IT Services will not sponsor applicant 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 [email protected] . Please indicate what assistance is needed.