Description:
The Enterprise Service Desk operates on modern enterprise platforms including ServiceNow and Amazon Connect, providing an opportunity to lead an organization that has embraced enterprise service management, cloud-based customer engagement, and data-informed operational excellence.
This role offers the opportunity to influence how technology services are experienced across Minnesota state government while developing future leaders, strengthening enterprise capabilities, and helping shape the future of enterprise technology support.
Key Responsibilities
Enterprise Strategy & Customer Experience
- Establish the strategic direction for the Enterprise Service Desk and lead strategies that improve customer experience, strengthen enterprise capabilities, and support MNIT priorities.
- Shape the future of enterprise technology support through automation, AI-assisted support, self-service, analytics, and digital service delivery.
- Partner across MNIT and agency technology organizations to ensure enterprise support evolves with changing business needs.
Enterprise Service Operations
- Provide executive leadership for a 24x7x365 enterprise support organization serving approximately 50,000 users.
- Ensure reliable, measurable, secure, and customer-focused delivery of enterprise support services.
- Advance enterprise service management capabilities and operational standards in partnership with Product Management and Platform Engineering.
Operational Excellence & Continuous Improvement
- Use operational analytics, performance data, and customer feedback to drive continual improvement and strengthen organizational performance.
- Expand automation and digital support capabilities that improve customer experience and operational effectiveness.
- Foster organizational learning, innovation, and data-informed decision making.
Leadership & Organizational Development
- Lead and develop approximately 110 technology professionals within a high-performing, fully remote organization.
- Build leadership capability through coaching, succession planning, and professional development.
- Foster a culture of accountability, collaboration, innovation, and exceptional customer service.
Financial Stewardship & Enterprise Leadership
- Provide responsible stewardship of public resources through effective financial, resource, and vendor management.
- Represent the Enterprise Service Desk in enterprise governance and strategic technology initiatives.
- Build trusted partnerships across MNIT and agency technology organizations to influence enterprise outcomes.