Job Description

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.
Qualifications
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 and Benefits
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