Supervisor, Service Desk (Remote From Anywhere In CO)

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.

IMPORTANT NOTE: Please review your application to ensure completion. For the most equitable applicant experience, OIT’s hiring team considers only the contents of your application to review your qualifications. Please do not include any attachments (such as resume or cover letter) with your application, as these items are not used by OIT’s hiring team.  

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.

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).

OIT employees must comply with any screening procedures in place at state agency locations where they might perform work. 

A pre-employment background check will be conducted as part of the selection process. Post-employment background checks will be required for specific agencies as business needs dictate, which may include a polygraph exam, fingerprint-based criminal history search, reference checks, and a drug test.

This position may require travel within the specified geographic area and to locations across the state as needed. 

If this posting indicates “remote from anywhere in CO” in the title, periodic reporting to the primary state work location designated for the position is required. All remote work must be performed in Colorado. 

We know it's important to support each other, and that means having a healthy balance of work and personal time. Visit our benefits to learn more about some of our great offerings that allow us all to have fulfilling lives. 

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.

The Governor's Office of Information Technology is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADA Coordinator at [email protected] or call (303) 764-7900.

The Governor's Office of Information Technology does NOT offer sponsored Visas for employment purposes.