Job Details

Working Title: Enterprise Service Desk Director
Job Class: MNIT Division Manager 1
Agency: Minnesota IT Services

• Job ID: 95802
• Location: St. Paul
• Telewo rk Eligible: Yes #LI-Hybrid
• Full/Part Time: Full-Time
• Regular/Temporary: Unlimited
• Who May Apply: Open to all qualified job seekers
• Date Posted: 07/28/2026
• Closing Date: 08/17/2026
• Hiring Agency/Seniority Unit: Minnesota IT Services
• Division/Unit: Enterprise Service Delivery
• Work Shift/Work Hours: Day Shift
• Days of Work: Monday - Friday
• Travel Required: No
• Salary Range: $57.35 - $82.21 / hourly; $119,746 - $171,654 / annually
• Classified Status: Classified
• Bargaining Unit/Union: 220 - Manager/Unrep
• FLSA Status: Exempt - Executive
• Designated in Connect 700 Program for Applicants with Disabilities : Yes

Job Summary

MNIT is seeking an experienced executive leader to serve as the Director, Enterprise Service Desk, leading one of the State's largest and most visible technology organizations. This role provides strategic leadership for the Enterprise Service Desk, the State's primary customer engagement organization for enterprise technology support, serving approximately 50,000 users through a 24x7x365 operation of approximately 110 technology professionals.

This is not a traditional service desk leadership position. The Director is responsible for shaping the strategy, customer experience, and continual evolution of an enterprise support organization that delivers critical technology services across Minnesota state government. The successful candidate will lead modernization initiatives focused on automation, AI-assisted support, self-service, operational analytics, workforce development, and digital service delivery while partnering across Minnesota IT Services to continually improve enterprise technology services.

The Enterprise Service Desk operates on modern enterprise platforms including ServiceNow and Amazon Connect, providing an opportunity to lead an organization that has embraced enterprise service management, cloud-based customer engagement, and data-informed operational excellence.

This role offers the opportunity to influence how technology services are experienced across Minnesota state government while developing future leaders, strengthening enterprise capabilities, and helping shape the future of enterprise technology support.

Key Responsibilities

Enterprise Strategy & Customer Experience

• Establish the strategic direction for the Enterprise Service Desk and lead strategies that improve customer experience, strengthen enterprise capabilities, and support MNIT priorities.
• Shape the future of enterprise technology support through automation, AI-assisted support, self-service, analytics, and digital service delivery.
• Partner across MNIT and agency technology organizations to ensure enterprise support evolves with changing business needs.

Enterprise Service Operations

• Provide executive leadership for a 24x7x365 enterprise support organization serving approximately 50,000 users.
• Ensure reliable, measurable, secure, and customer-focused delivery of enterprise support services.
• Advance enterprise service management capabilities and operational standards in partnership with Product Management and Platform Engineering.

Operational Excellence & Continuous Improvement

• Use operational analytics, performance data, and customer feedback to drive continual improvement and strengthen organizational performance.
• Expand automation and digital support capabilities that improve customer experience and operational effectiveness.
• Foster organizational learning, innovation, and data-informed decision making.

Leadership & Organizational Development

• Lead and develop approximately 110 technology professionals within a high-performing, fully remote organization.
• Build leadership capability through coaching, succession planning, and professional development.
• Foster a culture of accountability, collaboration, innovation, and exceptional customer service.

Financial Stewardship & Enterprise Leadership

• Provide responsible stewardship of public resources through effective financial, resource, and vendor management.
• Represent the Enterprise Service Desk in enterprise governance and strategic technology initiatives.
• Build trusted partnerships across MNIT and agency technology organizations to influence enterprise outcomes.

Who We're Looking For

We're looking for an experienced technology leader who combines strategic thinking with operational excellence and has a passion for developing people, improving customer experience, and building high-performing organizations.

The successful candidate will be comfortable leading complex operations while collaborating across organizational boundaries to influence enterprise outcomes. They are equally comfortable discussing strategy with executive leadership, coaching leaders within their organization, and using operational data to drive continual improvement.

They thrive in environments where collaboration, accountability, innovation, and public service are valued and understand how modern enterprise support organizations leverage automation, analytics, AI, and digital capabilities to continually improve the customer experience.

This position requires an employee to work onsite at600 N. Robert St, Saint Paul, Minnesotaat least 50% [ormore or less if space limitations remain] of the time, with limitedtelework available. Telework eligibility depends on residence:

• Candidates living in Minnesota or within 50 miles of the worksite in a bordering state (Iowa, North Dakota, South Dakota, and Wisconsin) may telework up to 50%.
• Minnesota residents living more than 50 miles from the worksite may be eligible to telework more than 50%.
• Candidates living 50 miles or more from the worksite in a bordering state may work onsite 100% or may be telework eligible if relocating within 50 miles.

Qualifications

Minimum Qualifications

To qualify, candidates must clearly show all of the following qualifications in their resume. Resume tips available here :

This position requires a minimum of six (6) years of experience providing strategic leadership for enterprise technology services, customer support, IT operations, or a related technology function within a complex organization.

Experience must include:

• Three (3) years of supervisory experience.
• Establishing and executing strategies that improve customer experience, operational performance, service delivery, or organizational effectiveness.
• Leading operational services that require balancing customer needs, service reliability, workforce considerations, organizational priorities, and risk.
• Experience using operational analytics, service performance measures, and customer experience data to drive continual improvement and organizational maturity.
• Managing budgets, vendors, contracts, staffing, or other organizational resources in support of operational and strategic priorities.
• Communicating complex operational or technology matters to executive leadership, business partners, employees, and technical stakeholders.
• Demonstrated ability to communicate clearly and effectively to foster mutual understanding and guide teams through change.
• Customer-focused approach grounded in active listening, empathy, and solution-oriented problem-solving, with demonstrated leadership and people engagement skills that support positive user experiences and high-performing teams.

Two (2) years of experience in a Systems Architect classification or two (2) years of experience in an external IT Architect role may substitute for the required supervisory experience.

Strongly Preferred Qualifications

• Experience working within government, a highly regulated environment, or another complex organization with formal governance and shared decision-making processes.
• Experience operating within or leading a high-volume call center, contact center, or service desk environment, including the use of operational measures such as call volume, wait time, abandonment rate, handle time, service levels, workforce capacity, and customer experience.

Preferred Qualifications

• Proven ability to foster team development by promoting collaboration, trust, and knowledge sharing, while empowering individuals to achieve collective goals.
• Experience leading a 24x7x365 or other highly available operational service.
• Experience with Enterprise Service Management (ESM), Information Technology Service Management (ITSM), Knowledge-Centered Service, or related service management practices.
• Experience leveraging modern enterprise service management or customer engagement platforms such as ServiceNow, Amazon Connect, or comparable technologies.
• Experience advancing automation, self-service, AI-assisted support, digital support, or other technology-enabled service capabilities to improve customer experience and operational performance.
• Experience leading organizational change, workforce development, or high-performing teams in a remote or geographically distributed environment.

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
• Other legally required checks

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 Careers Help Desk at 651-259-3637 or email [email protected] . For additional information about the application process, go to http://www.mn.gov/careers .

Contact

If you have questions about this position, contact [email protected] .

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 [email protected] .

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:

• Meet all Minimum Qualifications identified in this posting.
• Meet all of the RSV criteria.
• Submit a copy of your DD-214 form by the closing date to: [email protected]

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:

• Meet service requirements and have a verified service-connected disability rating of at least 30%.
• Provide qualifying documentation verifying the disability.
• Meet all Minimum Qualifications identified in this posting.
• You must submit all documentation by the closing date to: [email protected]

Current State Employees

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.