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Itsm Manager Jobs in Minnesota (NOW HIRING)

DivIHN Integration Inc

Incident Manager

Maple Grove, MN · On-site

Incident Manager Location: Abbott Park, IL and Maple Grove, MN Duration: 12 Months Hours: 10 AM - 6 ... Ensure accurate documentation and reporting within ITSM tools (ServiceNow preferred). * Collaborate ...

CYNET SYSTEMS

Desktop Support Technician

Minneapolis, MN · On-site

$23 - $28/hr

Manage and resolve incidents and service requests using ServiceNow ITSM platform. * Accurately log, categorize, and update tickets with required details throughout the lifecycle. * Prioritize tickets ...

Jobtailor

Incident Management Consultant

Saint Paul, MN · On-site

$110 - $160/hr

Own and govern end-to-end incident management: Lead process design, governance standards, operating ... ServiceNow ITSM, specifically Incident and Major Incident processes, SLAs, priority models ...

Xcel Energy

ServiceNow Engineer

Minneapolis, MN · On-site

ITSM * HR Service Delivery (HRSD) * Strategic Portfolio Management (SPM) * Employee Center * Knowledge Management * AI / Now Assist capabilities Integration Engineering * Design and support ...

Calabrio

IT Support Technician

Minneapolis, MN · On-site

$70K/yr

Manage laptop provisioning, asset tracking, and peripheral support. * Document incidents, service requests, and knowledge articles within the ITSM platform. * Escalate complex issues and collaborate ...

Purpose Brands LLC

Manager, Help Desk

Woodbury, MN · On-site

$108K/yr

The Help Desk Manager will lead and optimize technology support for PB-level employees across all ... Collaborate with ITSM, Infrastructure, and Security teams to ensure aligned and secure service ...

Calabrio

IT Support Technician

Minneapolis, MN · On-site

$70K/yr

Manage laptop provisioning, asset tracking, and peripheral support. * Document incidents, service requests, and knowledge articles within the ITSM platform. * Escalate complex issues and collaborate ...

Purposebrands

Manager, Help Desk

Woodbury, MN · Hybrid

$108K/yr

The Help Desk Manager will lead and optimize technology support for PB-level employees across all ... Collaborate with ITSM, Infrastructure, and Security teams to ensure aligned and secure service ...

Calabrio

IT Support Technician

Minneapolis, MN · On-site

$70K/yr

Manage laptop provisioning, asset tracking, and peripheral support. * Document incidents, service requests, and knowledge articles within the ITSM platform. * Escalate complex issues and collaborate ...

Fairview

IT Service Success Manager

Minneapolis, MN · On-site

ServiceNow, Salesforce, or other CRM/ITSM platform experience. * Experience with executive stakeholder management * Data-driven reporting and dashboard creation skills (Excel, Power BI, ServiceNow ...

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Itsm Manager information

See Minnesota salary details

$13

$51

$72

How much do itsm manager jobs pay per hour?

As of Aug 16, 2026, the average hourly pay for itsm manager in Minnesota is $51.18, according to ZipRecruiter salary data. Most workers in this role earn between $37.37 and $66.10 per hour, depending on experience, location, and employer.

What does an ITSM Manager do?

An ITSM (IT Service Management) Manager oversees the processes and teams that deliver IT services within an organization. They ensure that IT services are aligned with business needs, manage incident and problem resolution, and work to improve the quality and efficiency of IT operations. Responsibilities often include developing ITSM policies, monitoring service delivery performance, and leading service improvement initiatives. The ITSM Manager acts as a bridge between IT and other business units to support smooth operations and customer satisfaction.

What are the key skills and qualifications needed to thrive as an ITSM Manager?

To thrive as an ITSM Manager, you need expertise in IT service management frameworks (such as ITIL), experience with process improvement, and a strong understanding of IT operations, often supported by a relevant degree and ITIL certification. Familiarity with ITSM platforms like ServiceNow, BMC Remedy, or Jira Service Management is typically required. Strong leadership, communication, and problem-solving skills set exceptional ITSM Managers apart by enabling them to drive change and coordinate cross-functional teams. These skills are vital for ensuring efficient IT service delivery, continuous improvement, and alignment with organizational goals.

What are the primary challenges an ITSM Manager faces when implementing new IT service processes across a large organization?

An ITSM Manager often encounters challenges such as resistance to change from staff, ensuring effective communication between IT and other business units, and aligning new processes with existing technology and workflows. Managing stakeholder expectations and providing adequate training are crucial to gaining buy-in and ensuring smooth adoption. Additionally, balancing the need for standardization with the flexibility required by different departments can be complex, requiring strong leadership and problem-solving skills.

What is the difference between Itsm Manager vs Service Desk Manager?

AspectItsm ManagerService Desk Manager
Primary FocusOversees IT service management processes, ensuring efficient delivery and complianceManages daily service desk operations, customer support, and incident resolution
CertificationsITIL, COBIT, PMP often preferredITIL, HDI certifications common
Work EnvironmentStrategic, process-oriented, cross-departmentalOperational, customer-facing, team management
Industry UsageIT service providers, large enterprisesIT support centers, corporate IT departments

While both roles focus on IT service delivery, the Itsm Manager has a broader, process-driven role overseeing overall IT service management strategies. The Service Desk Manager concentrates on daily support operations and customer interactions. Understanding these differences helps in choosing the right career path or job focus.

What are the most commonly searched types of Itsm jobs in Minnesota?

The most popular types of Itsm jobs in Minnesota are:

What are popular job titles related to Itsm Manager jobs in Minnesota?

For Itsm Manager jobs in Minnesota, the most frequently searched job titles are:

What job categories do people searching Itsm Manager jobs in Minnesota look for?

The top searched job categories for Itsm Manager jobs in Minnesota are:

Itsm Manager jobs near you
Infographic showing various Itsm Manager job openings in Minnesota as of August 2026, with employment types broken down into 85% Full Time, 13% Part Time, and 2% Contract. Highlights an 86% Physical, 2% Hybrid, and 12% Remote job distribution, with an average salary of $106,464 per year, or $51.2 per hour.

Incident Manager

DivIHN Integration Inc

Maple Grove, MN • On-site

Contractor

Re-posted 3 days ago

Job description

DivIHN (pronounced “divine”) is a CMMI ML3-certified Technology and Talent solutions firm. Driven by a unique Purpose, Culture, and Value Delivery Model, we enable meaningful connections between talented professionals and forward-thinking organizations. Since our formation in 2002, organizations across commercial and public sectors have been trusting us to help build their teams with exceptional temporary and permanent talent.

Visit us at https://divihn.com/find-a-job/ to learn more and view our open positions.

 
Please apply or call one of us to learn more

For further inquiries regarding the following opportunity, please contact our Talent Specialist:
Nithiya at (224) 507-1292
Ragu Mohan at (630) 847-0953

Title: Incident Manager 
Location: Abbott Park, IL and Maple Grove, MN
Duration: 12 Months
Hours: 10 AM - 6:30 PM CST (Onsite)
Rotational Weekends: 6:00 AM – 6:30 PM CST (Remote)
 
Candidates may work remotely one day per week, with case-by-case exceptions.
Weekend rotation every four weeks with 12.5-hour shifts. Holidays are on a rotational schedule too.

No travel required.
Relocation: Accepted
Workhours: 8 hours/day, 40 hours/week
 
Description:
 
Position Summary
  • This role requires strong problem-solving, decision-making, and leadership skills to coordinate technical resources and restore IT services effectively.
Primary Job Function
• Receive and process escalations and identify major incidents and ensuring a quickly and effective resolution by executing BTS's enterprise Major Incident process and working with all appropriate technical support teams throughout the organization.
• Perform the following Root Cause Analysis (RCA) process activities related to Major Incidents: facilitate root cause investigation, follow-up on implementation of corrective/preventive actions, and metrics.
The Major Incident Analyst will be contracted for approximately one year, with potential to apply for a full-time position if available.
The role is based in Maple Grove, Minnesota, with possible seating in Chicago headquarters.
Core Job Responsibilities
• Effectively manage Major Incidents (MIs) by ensuring appropriate teams are quickly engaged in the resolution process, manage the technical bridge, group chat, provide BTS internal and business facing communications.
• Work closely with all BTS infrastructure and application support teams to ensure swift resolution of Major Incidents and the effective management of subsequent problem investigation.
• Analysis and reporting of incident trend data to identify and eliminate reoccurring Major Incidents.
• Enable accurate metrics and reporting by ensure appropriate MI and Problem Investigation data is current and accurate.
• Participate in on-call rotation.
• Remains current on developments in field(s) of expertise, regulatory requirements, a general knowledge of the company's products, markets, and objectives as well as industry trends. Maintains current knowledge of and ability to assess new technology to collaborate with IT customers and deploy solutions that are creative, compliant and cost-effective through literature, trade journals, professional associations, and by attending conferences/seminars.
• Resolves and/or facilitates resolution of problems including identifying causes to prevent re-occurrence. Identifies and resolves business issues; escalate issues when appropriate.
Performs related functions and responsibilities, on occasion, as assigned.
• Ensure accurate documentation and reporting within ITSM tools (ServiceNow preferred).
• Collaborate with IT and cybersecurity teams to improve incident response processes.
• Participate in rotational weekend coverage (remote) and weekday onsite schedule.
Position Accountability & Scope
• Receive and process escalations and identify major incidents and ensuring a quickly and effective resolution by executing BTS's enterprise Major Incident process and working with all appropriate technical support teams throughout the organization.
• Perform the following Root Cause Analysis (RCA) process activities related to Major Incidents: facilitate root cause investigation, follow-up on implementation of corrective/preventive actions, and metrics.
 
Responsibilities
• Log into the phone system at the start of each shift.
• Receive and manage incoming calls reporting outages or production issues.
• Rotate escalations among team members.
• Open and manage bridge calls during major incidents.
• Coordinate with support teams to restore services.
• Cover two holidays per year and participate in weekend rotations.
 
Required Skills
• Excellent written and verbal communication.
• Leadership in managing bridge calls with 20+ participants.
• Active listening and comprehension.
 
Required Qualifications
• Strong problem-solving and decision-making abilities to remain composed under pressure.
• Strong knowledge of IT environments, infrastructure, and service dependencies.
• Effective team player with leadership skills for managing large incident calls.
• Background in cybersecurity is a strong plus.
 
Minimum Education
• Bachelor's degree in Information Technology or similar area; or equivalent work experience.
Minimum Experience/Training
• Minimum 4 years of experience in incident management or IT service operations.
 
Preferred Experience
• Familiarity with the ServiceNow ITSM tool or other incident management tools.
• Fast and accurate typing skills.
• Broad understanding of IT services and infrastructure dependencies.
• Bachelor's degree in IT or equivalent experience.
• ITIL certifications are considered.
 
Interview Process: 2 Rounds
• Initial interview conducted by the team lead/manager.
• Secondary interview with the manager and co-lead.
• Mix of in-person, video, and phone formats.
• In-person (most likely) with leadership team.
 
Work Environment
• No major projects expected for the contractor.
 
Additional Notes from Q&A
• Candidates from any industry are acceptable, though medical device or healthcare experience is preferred.
• Overqualification concerns include candidates with Masters or PhDs
• Recruiters should focus on candidates with broad IT knowledge rather than deep specialization.

About us:
DivIHN, the 'IT Asset Performance Services' organization, provides Professional Consulting, Custom Projects, and Professional Resource Augmentation services to clients in the Mid-West and beyond. The strategic characteristics of the organization are Standardization, Specialization, and Collaboration.

DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status.