Lead Service Desk Consultant

Recruitment Title: Lead Service Desk Consultant
Job Classification: 8632US (IT Pro 2 - End User Support)

Please note, we are not offering H-1B or Green Card sponsorship for this position. This position does not offer a STEM OPT training program.

The University of Minnesota is committed to fostering local talent through employment opportunities. While this position utilizes a hybrid modality, prospective applicants must be located either in the state of Minnesota or near the Wisconsin border or otherwise open to relocation.

Position Overview

Apply today for an opportunity that offers exposure to a broad technology landscape, including tools like Drupal (Content Management Systems) and Google Workspace.. The University of Minnesota's Office of Information Technology (OIT) is seeking a Lead Service Desk Consultant to provide day-to-day peer leadership to a team of technology consultants supporting end users. This team also serves as the second-tier escalation point for technology-related issues. In this role, you will work closely with managers to guide and execute the technical efforts of frontline technicians while collaborating closely with diverse teams, including student support professionals, Tier 3 engineers, and information security experts, to deliver innovative solutions and exceptional service. This position also offers opportunities to grow your leadership skillset through participation in Lead on Duty (LOD) rotations, where you will monitor the call center phone queue, and other operational responsibilities, all contributing to the team's success in meeting service level agreements (SLAs).

Key Responsibilities

Service Desk Operations (30%)

• Collaborate with the Service Desk Lead Team on strategic User Support and OIT initiatives.
• Assist with central service desk staffing and scheduling, serving as the Leader on Duty (LOD).
• Drive ongoing improvements in documentation, knowledge content, and the achievement of service level agreements (SLAs).
• Participate in quality assurance reviews and offer peer feedback to improve team performance.
• Monitor and analyze ticket queues to identify trends, stalled cases, and training opportunities.

Technical Escalation & Expertise (70%)

• Act as the escalation point for complex, unresolved, or sensitive service issues.
• Support incident resolution processes, including Problem (PRB) and Major Incident (MI) standups.
• Maintain a strong working knowledge of emerging technologies to effectively support end users.
• Contribute to training and onboarding by identifying needs and creating related resources.
• Participate in planned projects and initiatives across User Support and OIT.

Required Qualifications

(Must be documented on your resume)

• Bachelor's degree with a minimum of two (2) years of relevant professional experience; or an equivalent combination of education and experience totaling six (6) years.
• Proven customer service skills with prior experience in a technical help desk, technology support, or service desk environments.
• Exceptional cross-functional collaboration and stakeholder communication abilities for engaging and communicating clearly with audiences of varying technical backgrounds.
• Flexibility and availability to provide occasional after-hours, weekend, and holiday support to effectively address critical incidents.

Preferred Qualifications

(Please document on your resume, if applicable)

Leadership & Operations

• Experience in team supervision, mentorship, peer coaching, or operational leadership, with a proven ability to lead effectively in both remote and onsite environments.
• Working knowledge of ITIL, swarming, and SAFe methodologies.
• Strong organizational skills with experience in process improvement, incident management, and knowledge base technical documentation.
• Knowledge of IT data security policies and best practices.

Technical Skills & Tools

• Experience in producing end-user documentation or training materials.
• Ability to quickly learn and support new software applications.
• Experience in supporting multiple operating systems and technologies including Web and Collaboration Platforms
  • Content management systems such as Drupal, in a user facing or administrative capacity.
  • Key web platform concepts such as site creation, permissions, and accessibility best practices.
  • Google Workspace, including file access, permissions and Drive troubleshooting.

Pay Range: $32.69 - $34.14; depending on education/qualifications/experience

Time Appointment Category: 100% Appointment

Position Type: Civil-Service

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University 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 Regents Tuition Benefit Program
• 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) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

While our salary ranges provide a framework, it is important to note that most of the time, the initial pay may not reach the maximum of the range. This approach ensures that compensation reflects the value and unique contributions of each candidate while maintaining equity within our organization. As part of our commitment to fair and equitable compensation, please be aware that the salary offered to incoming candidates will be based on their individual credentials and experience.

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: http://diversity.umn.edu

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).