Service Desk Supervisor - SAUS

Job Details

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 : 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 (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.

Job Summary

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 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.

Qualifications

Minimum Qualifications

Candidates must clearly demonstrate all of the following qualifications in their resume. Resume tips here. :

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.

Application Details

How to Apply

Select "Apply for Job" at the top of this page. If you have questions about applying for jobs, contact the job information line at 651-259-3637 or email careers@state.mn.us . For additional information about the application process, go to http://www.mn.gov/careers .

Contact

If you have questions about this position, contact Sarah Christenson at sarah.christenson@state.mn.us .

Connect 700 Program

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Sarah Christenson at sarah.christenson@state.mn.us .

Veterans

To be considered for any Veteran's Status , you MUST indicate this on your application.

RECENTLY SEPARATED VETERANS (RSV) : Effective July 1, 2009, legislation provides that the top five RSV applicants who apply and meet the qualifications for a vacancy shall be granted an interview. You must:

1. Meet all Minimum Qualifications identified in this posting.
2. Meet all of the RSV criteria.
3. Submit a copy of your DD-214 form by the closing date to: MNIT.Recruitment@state.mn.us .

CERTAIN DISABLED VETERANS : Effective August 1, 2012, legislation provides state agencies with the option to appoint certain disabled veterans on a noncompetitive basis if you:

1. Meet service requirements and have a verified service-connected disability rating of at least 30%.
2. Provide qualifying documentation verifying the disability.
3. Meet all Minimum Qualifications identified in this posting.
4. You must submit all documentation by the closing date to: MNIT.Recruitment@state.mn.us .

Current State Employees

• Bidders: This vacancy is open for bids and all qualified applicants simultaneously. This vacancy will be filled in accordance with applicable union contract provisions. Current employees of Minnesota IT Services who are currently in a Systems Analysis Unit Supervisor position and who are eligible to bid and apply within the seven (7) day bidding period will be considered prior to filling the position via other means.
• Current State Employees: Please note that employment provisions (including but not limited to seniority and leave accrual) vary among the three branches of Minnesota State government. When considering a job with another branch of state government, you are highly encouraged to explore these differences. For assistance, please direct questions to your current or anticipated Human Resources office.

About Minnesota IT Services

Minnesota IT Services is the information technology agency for the State of Minnesota. MNIT partners with agencies, boards, councils, and commissions to deliver secure, reliable technology solutions as we set IT strategy, direction, policies, and standards statewide. Work for MNIT and be part of a nation-leading IT organization that helps to create an innovative government that works for everyone. Our culture promotes collaboration, demands agility, and encourages us to embrace change. Be a part of something bigger than yourself, something to be inspired by; come to work for MNIT.

Working together to improve the state we love.

What do Minnesota's State employees have in common?

• A sense of purpose in their work
• Connection with their coworkers and communities
• Opportunities for personal and professional growth

Benefits

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

Your benefits may include:

• Paid vacation and sick leave
• 12 paid holidays each year
• Low-cost medical, dental, vision, and prescription drug plans
  • Fertility care, including IVF
  • Diabetes care
  • Dental and orthodontic care for adults and children
• 6 weeks paid leave for parents of newborn or newly adopted children
• Pension plan that provides income when you retire (after working at least three years)
• Employer paid life insurance to provide support for your family in the event of death
• Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
• Tax-free expense accounts for health, dental, and dependent care
• Resources that provide support and promote physical, emotional, social, and financial well-being

Support to help you reach your career goals:

• Training, classes, and professional development
• Tuition reimbursement
• Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov )

Employee Assistance Program (EAP) for work/life support:

• A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
• Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
• Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

EQUAL OPPORTUNITY EMPLOYERS

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

APPLICANTS WITH DISABILITIES

Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the job information line at 651-259-3637 or email careers@state.mn.us and let us know the support you need.