Supervisor, Service Desk (Remote From Anywhere...

Are you a collaborative, human-centered leader who’s skilled in managing day-to-day team operations within a highly technical environment? As our new Service Desk Supervisor , you will guide day-to-day operations, mentor staff, and drive continuous improvement, fostering an inclusive team culture while delivering reliable, high-quality IT services. I f you envision yourself contributing to the technological advancement of our beautiful state and delivering Coloradans the technology that powers the services they rely on, share your experience with us!

Some of your important responsibilities will include:

• Manage daily Service Desk activities, establish prioritization frameworks, and audit team performance against established SLAs.

• Serve as the final point of resolution for complex hardware and software incidents and oversee the deployment and asset management lifecycle.

• Cultivate a culture of accountability and psychological safety. Lead recruitment, conduct performance reviews, manage leave, and resolve conflicts using a human-centered approach.

• Act as a liaison between the Service Desk and other IT infrastructure groups (Network, Security, Server, IDS) to resolve cross-functional issues and coordinate projects.

• Interpret team metrics and trends to advise management on resource allocation, strategic process changes, and equity-focused leadership practices.

A wide salary range is posted for this position and any job offer is based upon a salary analysis to comply with the Colorado Equal Pay for Equal Work Act. The salary analysis considers relevant experience, education, certifications, and state seniority as compared to others doing substantially similar work. While all offers are compliant with the Colorado Equal Pay for Equal Work Act, there is no guarantee an offer will be at the top of the posted range based on the salary analysis. This is a skills-based job announcement. The required minimum qualifications and/or education (if substituting for the proven experience, knowledge, and skills), are as follows:

Minimum Qualifications:

• Minimum of four (4) years of experience in an occupational field related to the work assigned to the position.

• Experience must include at least one year performing at the level of Senior/Lead/Matrixed Leadership in a relevant position.

Substitutions:

• Additional appropriate education will substitute for the required experience on a year-for-year basis, but cannot completely substitute for these qualifications.

• Training or Certification related to the work assigned to the position will be assigned credit towards substitution for experience and/or education, but cannot completely substitute for these qualifications.

• If the minimum qualifications include a degree requirement, additional appropriate paid or unpaid experience will substitute for the required education on a year-for-year basis.

Preferred Qualifications:

• Government work experience.

• Proficiency with ITSM platforms such as ServiceNow and Jira Service Management.

• ITIL Certification.

• Agile and Scrum methodology experience.

• Experience working with and troubleshooting end-user systems with Microsoft Intune/AutoPilot and Microsoft Endpoint Configuration Manager (MECM/SCCM).

Together, we innovate for a stronger Colorado

The work of employees at the Governor’s Office of Information Technology (OIT) is challenging and diverse because the needs of agencies, customers and Coloradans constantly evolve. But our focus never changes: improve the lives of all Coloradans through innovation and collaboration. We’re building one of the nation’s leading government IT organizations by reimagining how we support agencies, building first-of-their-kind applications, and creating an inclusive, collaborative culture, together. Join us in the important work of providing equitable access to services.

Watch this video (https://youtu.be/nQRkos_W-sk) to learn more about how we’re Serving People. Serving Colorado., The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness. The State is resolute in non-discriminatory practices in everything we do, including hiring, employment, and advancement opportunities.