IT Service Management; ITSM Lead

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 Service Now 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 ITIL best practices, and drives data-informed decision-making and continuous improvement.

• 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 Service Now (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.

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

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.

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.

Read our

How to Apply

Online Guide.

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This posting is open to anyone who meets the position requirements.

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…