Overview
USD 28.85 - 32.70 per hour
Full Time
Skills
Incident Management
Tier 1
Supervision
Recruiting
UPS
Agile
Service Management
Project Management
IT Service Management
Professional Development
Business Analysis
Business Analytics
Service Desk
Documentation
Business Process
Management
Customer Service
Higher Education
Linux
Technical Support
Communication
Presentations
ITIL
Science
Collaboration
Human Resources
Training
Pharmacy
Health Care
Life Insurance
PSLF
Finance
PASS
Uploading
Research
Partnership
Job Details
This position is 100% on-site.
Responsibilities
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.
Attend CSE-IT managerial meetings.
Lead daily Service Desk stand-ups to review daily workload and weekly Service Desk Staff team meetings to review project and ticket workloads in an agile-style methodology.
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.
Qualifications
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
About the Department
CSE-IT provides technology services to support the mission of the College of Science and Engineering. CSE-IT stands as a dedicated advocate for faculty, staff, and students, ensuring reliable and proactive support for the college and its departments. We support and uplift others, and respect contributions, promoting good work-life balance and cooperation within the team. We accomplish our goals by being visibly responsive, having a future mindset, and fostering faculty success.
Pay and Benefits
Pay Range: $28.85-$32.70 hourly; depending on education/qualifications/experience
Time Appointment Category: 75%-100% Appointment (If job description above does not specify appointment or expected weekly hours, assume a 100% appointment.)
Position Type: Civil-Service & Non-Faculty Labor Represented Staff
Please visit the Office of Human Resources website for more information regarding benefit eligibility.
The University offers a comprehensive benefits package that includes:
How To Apply
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 or call .
Diversity
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:
Employment Requirements
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.
About the U of M
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).
Responsibilities
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.
Attend CSE-IT managerial meetings.
Lead daily Service Desk stand-ups to review daily workload and weekly Service Desk Staff team meetings to review project and ticket workloads in an agile-style methodology.
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.
Qualifications
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
About the Department
CSE-IT provides technology services to support the mission of the College of Science and Engineering. CSE-IT stands as a dedicated advocate for faculty, staff, and students, ensuring reliable and proactive support for the college and its departments. We support and uplift others, and respect contributions, promoting good work-life balance and cooperation within the team. We accomplish our goals by being visibly responsive, having a future mindset, and fostering faculty success.
Pay and Benefits
Pay Range: $28.85-$32.70 hourly; depending on education/qualifications/experience
Time Appointment Category: 75%-100% Appointment (If job description above does not specify appointment or expected weekly hours, assume a 100% appointment.)
Position Type: Civil-Service & Non-Faculty Labor Represented Staff
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
How To Apply
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 or call .
Diversity
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:
Employment Requirements
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.
About the U of M
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).
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.