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IT Service Desk Manager
Job in
Cloquet, Carlton County, Minnesota, 55720, USA
Listed on 2026-06-02
Listing for:
The Fond du Lac Band of Lake Superior Chippewa
Full Time
position Listed on 2026-06-02
Job specializations:
-
IT/Tech
IT Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
Division/Department: Information Technology (IT)/Administration
Location: Fond du Lac Reservation - Onsite
Reports To: Director of Information Technology
Probationary Period: 6 months
FLSA Status: Exempt (salary)
Classification: Child Related CB
Driver's License: Level 1 - Driver's License Required.
Rate of Pay: Depends on Qualifications
Responsibilities
- Provide direct leadership and management of the Technical Support Specialist team, including hiring, training, coaching, scheduling, and performance management.
- Establish clear performance expectations and conduct regular employee evaluations, development plans, and corrective actions, as necessary.
- Foster a positive, professional, and customer-focused service culture aligned with Fond du Lac Band values and policies.
- Oversee all Service Desk functions including incident management, service request fulfillment, and escalation management.
- Ensure timely resolution of issues and adherence to defined service standards, response times, and customer satisfaction goals.
- Develop, maintain, and enforce Service Desk policies, procedures, and standards consistent with IT governance, security, and compliance requirements.
- Continuously assess and improve workflows, documentation, and service delivery processes to improve efficiency and effectiveness.
- Define, track, and report key performance indicators (KPIs) such as ticket volumes, resolution times, backlog, customer satisfaction, and productivity.
- Prepare and present weekly, monthly, quarterly, and yearly management reports to IT leadership and other stakeholders.
- Use data and metrics to inform staffing decisions, process improvements, and budget planning.
- Serve as a primary point of contact for department leadership regarding IT Service Desk Issues, trends, and improvement opportunities.
- Communicate professionally with internal and external customers regarding service expectations, outages, and resolutions.
- Appropriate work attire is required.
- Must attend all mandatory department trainings.
- Ensures confidentiality of financial records and all records for employees and/or clients.
- Displays a responsive and professional manner in promptly responding to all requests, complaints, and problems.
- Recognizes that each employee is a representative of the Fond du Lac Band of Lake Superior Chippewa and is responsible for demonstrating courtesy, respect, and sensitivity to the needs of all others, including visitors and co-workers.
- Represents the Fond du Lac Band of Lake Superior Chippewa and the department in a positive and professional manner in the community.
- Required to maintain proper attendance including reporting to work on time in accordance with applicable policies.
- Maintains a clean and organized work area.
- Due to changes and modifications in the job from time to time, employees are required to be flexible and assume other responsibilities assigned by management as deemed necessary.
- Valid Driver's License issued in the US is required.
- Bachelor's degree in Information Technology; or 4 years of experience in the IT field is required; or a combination of education and experience is required.
- Two years of proven experience in managing
- Schedules, workloads, and performance in a customer-focused environment is required.
- Strong understanding of IT service management concepts (incident management, service levels, escalation, reporting) is required.
- Familiar with standard concepts, practices, and procedures within technical support field is required.
- Familiarity with ITSM tools, ticketing systems, knowledge bases, and reporting dashboards is required.
- A working knowledge of computer applications to include word processing, databased and/or data entry, spreadsheets, and Microsoft Outlook is required.
- Demonstrated experience with and remote-control software is required.
- Solid technical background with an ability to give instructions to a non-technical audience is required.
- A certain degree of creativity and latitude is required.
- Experience supporting enterprise environments, healthcare systems, or regulated industries is preferred.
- Ability to obtain a gaming identification badge to work in and around Casino property and facilities.
- Position requires on call availability and does require after or before hours for communication with Technical Support Specialist team.
- Ability to communicate effectively orally and in writing is required.
- Ability to work independently and establish priorities is required.
- Attention to detail and accuracy is required.
- Ability to establish professional and harmonious working relationships on all projects and with all parties involved.
- Subject to drug and alcohol testing in accordance with the Fond du Lac Reservation's Personnel Policies.
- Subject to pre-employment and annual background checks.
- Subject to immunization review and submitted proof of required vaccinations.
- Travel is required.
- Moderate levels of agility and physical ability required.
The Fond du Lac Band of Lake Superior Chippewa,…
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