Service Desk Manager I

at State of Vermont in Montpelier, Vermont, United States

Job Description

The Service Desk Manager leads Agency of Digital Services (ADS) Service Desk function, overseeing a team of IT analysts who provide responsive, high-quality technical support to approximately 10,000 users in the Executive Branch and partner organizations.  Core responsibilities include incident and request management, staffing and scheduling, performance management, coaching and training agents.  The role also owns executive reporting on service delivery and quality metrics, and maintains regular touchpoints with product and service owners to ensure smooth collaboration across teams.  A critical aspect of the role involves driving a focus on Continuous Improvement – applied to internal Service Desk operations, as well as Service Desk support of other agency functions.   

This role relies on solid IT service management fundamentals — ITIL knowledge, comfort with ITSM tooling, and an understanding of how a service desk fits into the broader organization.   The role requires the ability to lead people well: setting clear expectations, developing staff, and maintaining a culture of professionalism and process discipline.   The Service Desk is a primary point of contact between ADS and the rest of state government, so the manager must bring a strong service orientation and attention to detail and an ability to model and support those qualities across the team. Prior supervisory experience in a service desk or IT support environment is strongly preferred.

A fingerprint-supported background check may be required based on the assigned job duties and location.

This is the first level of three in the Information Technology manager series. Management of an information technology activity at a professional level for a department or agency of Vermont State Government. Work involves developing budgets, determining long range plans and short term objectives, and allocating resources and directing program activities and objectives to achieve general policy directives and overall organizational goals. This position may supervise subordinate IT staff. However, the complexity, sensitivity, variety, scope of work and decision making authority, distinguishes the level rather than the number of staff. Work is performed under the general direction of an agency or department manager.

Work is performed in a standard office setting. Some travel may be required for which private means of transportation should be available. Work outside of regular work schedule may be anticipated.