Full-Time
IT Service Management (ITSM) Lead
at
City of Saint Paul
Available Openings: 1
Posted Date: January 9, 2026
Industry: Technology, Government
Pay Type: Hourly
Compensation: $46.33 - $62.67
Education Preferred:
Yes
Education Level: Bachelor's Degree
E-Verify:
Yes
Criminal Background: Case-by-Case Review
Description
The City of Saint Paul’s Office of Technology & Communications (OTC) is seeking a skilled and motivated IT Service Management (ITSM) Lead to advance our service delivery practice and leverage the Hey OTC ServiceNow platform to drive service excellence and operational efficiency citywide.
This position leads the IT Service Center Team (formerly the Service Desk/Help Desk), executes the enterprise ITSM strategy, and ensures consistent, high-quality technology support experiences for all City employees. The ITSM Manager promotes a positive, proactive customer service culture, embeds Information Technology Infrastructure Library (ITIL) best practices, and drives data-informed decision-making and continuous improvement.
Responsibilities
- Lead, coach, and develop the IT Service Center team to deliver exceptional service and timely support.
- Establish standard operating procedures and service level expectations aligned with ITIL and Hey OTC workflows.
- Design, implement, and continuously improve ITSM processes including Incident, Request, Problem, Change, and Configuration Management.
- Align ITSM strategy with organizational goals, digital modernization priorities, and City service standards.
- Direct the work of the ITSM Platform Administrator in managing ServiceNow (Hey OTC) configurations, workflows, and automations.
- Ensure platform reliability, usability, and integration with related systems.
- Govern the development and maintenance of Knowledge Base Articles to ensure clarity, accuracy, and accessibility.
- Define, monitor, and report on key performance indicators (KPIs) and service metrics.
- Communicate results and recommendations to OTC leadership and department stakeholders.
- Supervise the CMDB Coordinator to ensure accurate configuration item data and asset relationships.
- Conduct periodic audits to sustain data integrity and compliance.
- Ensure ITSM processes align with City policies, cybersecurity standards, and compliance requirements.
Qualifications
- A Bachelor's Degree in Information Management, Computer Technology or related field and five (5) years of vacancy-related work experience, or vacancy-related technical school certificate and eight (8) years of work experience related to the vacancy.
- Work experience must have included project management, work coordination, budget management, and cost/benefit analysis that would allow one to gain an expert knowledge of one or more technical platforms relevant to the vacancy.
- A combination of education and experience to equal 9 years or more can be used to qualify for the position.
- May require a valid Minnesota Class D Driver's License, or equivalent out-of-state driver's license.
City of Saint Paul
25 W 4th St.
Saint Paul, Minnesota, Minnesota 55102
US
Saint Paul, Minnesota, Minnesota 55102
US
Transit:
No Transit
