IT Service Management (ITSM) Lead

Full Job 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.

Here's what you can expect to do:

• 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.

For more information and essential functions, see our job description.

Our Benefits: We offer competitive wages, and a variety of excellent benefits, including health insurance, retirement contributions and paid vacation and sick time.

Equity, Inclusion and Belonging: The City of Saint Paul is dedicated to dismantling systemic racial, cultural, and economic barriers that prevent people from fully enjoying and participating in our community and ensuring fairness in opportunities and outcomes for all individuals.

At the City of Saint Paul, we want our workforce to reflect the diverse city that we serve.

Our leaders are guided by an unapologetic equity agenda, which promotes the belief that true equity is building a city that works for all of us.

We encourage you to apply as we are most interested in finding the best candidate for this job.

Requirements

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.

Qualifications

1. Submit a City of Saint Paul online application by the closing date.
2. Upload or submit the following required document via the online application system. (Zip files and web links will not be accepted. Each uploaded attachment is limited to 10MB.)
   • A resume

First time applying online? Read our How to Apply Online Guide.

Need technical support? For help with the online application, please call 1-855-524-5627.

Additional Information

Open Job Posting: This posting is open to anyone who meets the position requirements.

Selection Process: Applicants who meet the minimum job requirements will be placed on a hiring list for consideration. Hiring Managers may interview/hire anyone from the list.

You will be notified if you are invited to participate in the final selection process which may include an interview, job simulation, work sample submission, or other evaluation method.

Pre-Employment Screening: This position may require a driver’s license check, drug test, and a background check which may include criminal history, and employment history as a condition of employment. Candidates will be required to submit proof of education to Human Resources upon conditional job offer, if qualifying based on education.

Human Resources Contact Information:
Danni Smith at 651-266-6566
Email: danni.smith@stpaul.gov

The City of Saint Paul encourages individuals to apply for positions regardless of criminal history.

Veteran’s Preference: If you are a veteran and would like to receive Veteran’s preference in accordance with MN Statute 197.455, you must submit a photocopy of your DD214 preferably at time of application. Click here for more information.

Equal Employment Opportunity Statement: The City of Saint Paul is an equal opportunity/affirmative action employer. Veterans, women, persons of color, members of the LGBTQIA+ community, and individuals with disabilities are strongly encouraged to apply.

Working Title: IT Service Management (ITSM) Lead
Official Title: IS Systems Consultant III