Easter Seals Jobs

Working Title: Enterprise Service Desk Infrastructure Supervisor

(Overnight Shift / Sunday - Thursday)

Job Class: Systems Analysis Unit Supervisor

Agency: Minnesota IT Services

• Job ID : 82425

• 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 : 12/11/2024

• Closing Date : 12/31/2024

• Hiring Agency/Seniority Unit : Minnesota IT Services

• Division/Unit : Enterprise Service Desk / Infrastructure

• Work Shift/Work Hours : Not Applicable Shift

• Days of Work : Night Shift; 10:45 p.m. - 7:15 a.m.

• 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 2,600+ 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.

The purpose of this leadership position is to supervise a team of tier-2 analysts within the Enterprise Service Desk. This position manages Service Desk Infrastructure staff and is directly responsible for managing their day-to-day activities of providing technical Infrastructure functions, ensuring performance standards and service levels are met. Service Desk Infrastructure operational responsibilities include 3 shifts of 24x7x365 technical contact center operations, resolving technical issues and service outages for MNIT Services statewide core services; Network Services, System Operations, Voice/VoIP, Video, and MN Executive Branch Agency critical applications.

The Service Desk Infrastructure teams assist with root cause analysis and problem resolution to identify the corrective action to be performed. This leadership position requires significant technical knowledge in a variety of technologies to ensure technical decisions and analysis are understood and appropriate for each situation.

This position reaches into every aspect of MNIT’s mission to deliver IT services to all agencies, boards, commissions and other MNIT customers. It leads consolidation of agency-specific 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. The position also manages projects and assists 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 is a night shift. Hours of work are 10:45 p.m. - 7:15 a.m. Days of work are Sunday - Thursday.*

This position is currently eligible for full-time telework:

• Telework (https://mn.gov/mmb-stat/policies/1422-telework.pdf) 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 Saint Paul, MN

• Only candidates located in Minnesota and bordering states (Iowa, North Dakota, South Dakota, or Wisconsin) are telework eligible.

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 experience working in an IT Operations/Service Desk environment.

Experience must include:

• Experience and significant technical knowledge in telecommunications, network monitoring, and related tools and technologies.

• Experience and significant technical knowledge in support of Desktop, Mobile devices, Enterprise applications, employee off/onboarding and troubleshooting.

• Demonstrated knowledge and experience with Service Management practices such as ITIL, MOF, COBIT, LEAN.

• Experience with metrics and reporting.

• 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

• Bachelor's degree in a computer science, management information system, or combination of related fields.

• Five (5)+ years of recent experience in a Service Desk/IT Help Desk position.

• Previous technical operations leadwork/supervision/management experience with two (2)+ years recent network support experience.

• Network switching and router support experience.

• Microsoft Office 365 experience.

• Ability to support and experience with Microsoft Active Directory, DNS/DHCP Server, SQL Server, Exchange 2010/2013, Microsoft Outlook, Microsoft Office 2010/2013.

• Effective writing and verbal communication skills.

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 careers@state.mn.us . Please indicate what assistance is needed.