Manager Information Technology Service Desk Job Minneapolis area,Minnesota USA,IT/Tech

The mission of the Manager of the Information Technology Service Desk is to ensure the efficient daily operations, quality outcomes, and utmost customer satisfaction within the City's IT service desk by providing strategic direction to and validate service delivery of the IT Service Desk.

Work Location:

This position currently works on-site only.

The City of Minneapolis does not sponsor applicants for work visas.

Maintain effective communication with IT staff, other departments, city officials, and external vendors/organizations to address IT service-related matters, ensuring clear and efficient information flow.

Provide leadership, guidance, and support to IT Service Desk Agents. Responsibilities include hiring, promoting, disciplining, and terminating employees; monitoring workloads; scheduling work assignments; coordinating development needs; and evaluating employee performance. Coordinate with other IT teams for cross-team projects and service delivery.

Orchestrate and oversee all Priority 1 incidents, ensuring swift and decisive actions among internal and external support users, vendors, and contractors to maintain service quality and minimize downtime.

Develop and implement long-term strategies for the IT Service Desk to align IT services with organizational goals and industry best practices, ensuring the ongoing efficiency and effectiveness of IT operations.

Allocate resources, including staff and tools, for incident resolution and projects, optimizing resource utilization to meet service expectations.

Conduct regular performance evaluations for IT Service Desk Agents to set expectations, provide feedback, and drive continuous improvement.

Address complex IT-related issues, including high-severity incidents, by analyzing data, identifying root causes, and making informed decisions.

Ensure high levels of customer satisfaction by managing expectations regarding incident resolution, response times, and service delivery. Work collaboratively within IT to establish action plans based on customer feedback.

Participate in the management of complex IT projects to ensure the supportability of new and existing systems. Conduct meetings with stakeholders and provide business-oriented status reports.

Collaborate with city-wide teams to ensure IT service desk operations align with city-wide strategy, standards, and objectives.

Report hours, inform the Director of project progress, and prepare reports for management. Identify support trends and anticipate support needs.

Maintain current technical knowledge by evaluating new software and hardware, attending seminars, and continuing industry-related training. Achieve and maintain certification in relevant hardware/software systems.

Working Conditions:

Regular Indoor Office Environment

Minimum Education:

A Bachelor's Degree in Information Technology, Computer Science, Business Administration or equivalent combination of education and experience.

Minimum Experience:

Five to seven years of related work experience.

Equivalency:

An equivalent combination of education and experience closely related to the duties of the position may be considered.

Licenses/Certifications:

The Information Technology Infrastructure Library (ITIL) certification is preferred. ITIL certifications, such as ITIL Foundation, ITIL Practitioner, ITIL Intermediate, or higher-level certifications, demonstrate expertise in IT service management best practices.

Background Check (Police):

The City has determined that a thorough Minneapolis Police Department criminal background check is necessary for positions with this job title. Applicants must sign an informed consent allowing the City to obtain their criminal history information in connection with the position sought. Applicants who do not sign the…