Service Desk Work Lead (mycolorado) (remote From Anywhere In CO) (OIT Only)

Service Desk Work Lead (myColorado) (Remote From Anywhere In CO)

Salary $72,000.00 - $82,000.00 Annually

Location Statewide, CO

Job Type Full Time

Job Number EGB93659 (8/25) Department Governor's Office of Information Technology

Opening Date 08/18/2025

Closing Date 8/21/2025 11:59 PM Mountain

Primary Physical Work Address (Remote From Anywhere In CO)

Department Contact Information oit_hr@state.co.us

Type of Announcement This announcement is not governed by the selection processes of the classified personnel system. Applications will be considered from residents and non-residents of Colorado.

How To Apply

Please submit an online application for this position at https://www.governmentjobs.com/careers/colorado. Reach out to the Department Contact to apply using a paper application, including any supplemental questions. Failure to submit a complete and timely application may result in the rejection of your application. Applicants are responsible for ensuring that application materials are received by the appropriate Human Resources office before the closing date and time listed.

Department Information

Together, we innovate for a stronger Colorado. 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.

Description of Job

OIT ONLY RECRUITMENT: This recruitment is open only to current employees of the Office of Information Technology for the State of Colorado. Contractors currently engaged at OIT do not qualify as employees. 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.

Do you want to make a beautiful state even better? This position is responsible for providing leadership, daily operational activities, and task support as requested for the OIT myColorado mobile application Service Desk. This position will facilitate the leadership of a Service Desk support pod in collaboration with, and under the authority and guidance of the myColorado team. Duties include, but are not limited to:

• Daily ticket management
• Reviewing daily work assignments
• Monitoring daily activities
• Ensuring all requests are responded to in a timely manner
• Being a point of escalation for Service Desk agents
• Executing related tasks as assigned

This position will advise, teach, and guide Service Desk team members, as well as other stakeholders. Some of the day to day activities include:

• Makes assignments and distributes workload, manages day-to-day workflow within established work unit
• Provides advice and assistance on work techniques, best practices and subject matter expertise to co-workers
• Effectively and efficiently resolves incoming Tier I and Tier II support calls and manages escalation for Tier II & III support when necessary
• Analyzes, diagnoses and resolves problems associated with troubleshooting Android and iOS mobile apps, and other mobile application support
• May be involved in the performance evaluation process. Provides feedback to the supervisor and manager on operational and personnel performance matters

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

OIT ONLY RECRUITMENT: This recruitment is open only to current employees of the Office of Information Technology for the State of Colorado. Applications are not accepted from contractors engaged in work for OIT, or any state entity, as contractors are not employees. A wide salary range is posted for this position and any job offer is based upon a salary analysis to comply with the Colorado Equal Pay for Equal Work Act. The salary analysis considers relevant experience, education, certifications, and state seniority as compared to others doing substantially similar work. While most salary offers are made within the posted range, occasionally an offer is made below or above the posted range based upon this salary analysis. This is a skills-based job announcement. The required minimum qualifications and/or education (if substituting for the proven experience, knowledge, and skills), are as follows:

• Minimum Qualifications: 3+ years experience in a professional Service Desk environment.
• 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:

• Experience using Jira ticket management system
• Experience with troubleshooting Android and iOS mobile apps
• Experience with AWS live-chat support
• Experience with call center management

Conditions of Employment: OIT candidates and employees must comply with any screening procedures in place at state entity locations where they might be required to perform work. A pre-employment background check will be conducted as part of the selection process. Positions supporting some agencies such as the Department of Corrections and the Department of Public Safety will also require a pre-employment drug test. This position may require travel within the specified geographic area, and to locations across the state as needed. This position may require on-call duties as needed by the position.

Supplemental Information: 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. While candidates from out of state will be considered for this role, the candidate selected for the position must relocate and reside in Colorado on the first day of their new position. A reasonable timeframe for relocation will be established on an individual basis, while considering business needs, and determining a start date.

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. Visit our How to Apply webpage to learn more about our application process and what to expect after you apply. 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 OIT_HR@state.co.us or call (303) 764-7900.