Manage the Service Desk and Request/Incident Management Process (75%)

• Manage Incident Handling and Request fulfillment processes from point of contact to resolution.
• Act as the primary point of escalation for service complaints and suggestions.
• Develop and maintain Service Desk documentation, including resources for responding to user queries including knowledge-based articles, documentation, or guides.
• Research and implement solutions for Tier 1 and 2 -level incidents and requests.
• Lead weekly Service Desk Staff meetings and attend CSE-IT managerial meetings.
• Supervising, recruiting, training, and evaluating Service Desk staff members.
• Manage CSE-IT fleet operations and loaner pool

Service Management and Project Management (15%)

• Consult with CSE faculty, staff, and students via the CSE-IT Service Desk, to understand and assess needs.
• Collaborate with appropriate service owners, technology support organizations, and vendors to identify solutions to client needs.
• Identify, prioritize, and implement Request and Incident improvement opportunities.
• Work with the CSE-IT Service Management to develop Service Desk processes for new and existing technical solutions.
• Manage Service Desk projects.

Collaboration & Professional Development (10%)

• Participate in related CSE and University professional groups and/or Communities of Practice to ensure the needs and interests of the College are represented.
• Contribute to, understand, and carry out the IT@UMN vision and strategy.

Required Qualifications

• A BA/BS degree plus at least two years of experience or a combination of related education and work experience to equal at least six years.
• Experience working at an IT Service Desk.
• Experience in creating end-user knowledge articles and support documentation, including the documentation of business processes and technical requirements.
• Demonstrated experience managing both technical problems and interpersonal customer service issues in a demanding work environment.

Preferred Qualifications

• Experience in using Teamdynamix
• Experience working in Higher Education
• Experience communicating with and serving the technical needs of high-profile users like deans, department chairs, distinguished faculty, and/or business executives.
• Experience supporting Linux
• Experience with University of Minnesota OIT technical support processes.
• Experience with communication, presentation, and training on system processes, enhancements, and technology solutions.
• ITIL 4 Foundations Certification

CSE-IT is a diverse, multi-disciplinary group of professionals who facilitate effective teaching, research, and outreach by providing versatile and expert technology solutions to current and future scientists and engineers. We find the best possible solution for our customers, using the full range of expertise and resources available. We continuously improve by always striving to find better ways to provide solutions that meet the needs of our customers and our organization. We create community by knowing our customers and understanding their needs, by working cooperatively with our College and University partners, and by coming together as IT professionals who are encouraged to respect each other, speak our minds in an open atmosphere, and share our ideas to solve problems.

Working at the University

At the University of Minnesota, you'll find a flexible work environment and supportive colleagues who are interested in lifelong learning. We prioritize work-life balance, allowing you to invest in the future of your career and in your life outside of work.

The University also offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF)
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• with free or reduced rates in the Twin Cities metro area

Please visit the for more information regarding benefits.

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U:

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).