Help Desk Manager

Full-time, Regular, Exempt Position

The University of Maine System is seeking to hire a Help Desk Manager to work on the Orono campus of the University of Maine. This position is responsible for day-to-day operations of the UM IT Support Center. This position will work closely with both internal and external customers to ensure continuous improvements that will create and maintain a positive, consistent and responsive service experience. The Help Desk Manager provides technical support and assistance regarding faculty, staff, and student technical operations. The role also supervises and mentors’ staff and student employees, while modeling a strong work ethic, and with excellent technical knowledge and expertise. This position requires a thorough understanding of common technical support and customer service call center challenges including staffing, quality diagnostics, call volume analysis, documentation, etc. The individual in this position will also be responsible for the day-to-day maintenance and monitoring of the Support Center ticketing system (currently JIRA Service Desk) and will act to insure its consistent availability and usability.

Based on the qualifications and experience of the successful applicant, the annual salary range is low to mid $50's plus a 10% employer contribution to the UMS retirement plan. Additional benefits include medical, dental, vision, and tuition waiver programs for employees and dependents. The UMS is a recipient of the Wellness Councils of America’s Well Workplace Award and offers a wellness program.

Review of applications begins immediately. For full consideration, materials must be submitted by April 26, 2023.

Established in 1968, the University of Maine System (UMS) unites six distinctive public universities, comprising 10 campuses and numerous centers, in the common purpose of providing quality higher education while delivering on its traditional tripartite mission of teaching, research, and public service. A comprehensive public institution of higher education, UMS serves more than 30,000 students annually and is supported by the efforts of more than 2,000 faculty, more than 3,000 staff, and a complement of adjunct faculty. Reaching more than 500,000 people annually through educational and cultural offerings, the University of Maine System also benefits from more than two-thirds of its alumni population residing within the state; more than 123,000 individuals. The System consists of six universities: The University of Maine (UMaine), including its regional campus the University of Maine at Machias (UMM); the University of Maine at Augusta (UMA); the University of Maine at Farmington (UMF); the University of Maine at Fort Kent (UMFK), the University of Maine at Presque Isle (UMPI); and the University of Southern Maine (USM). The System also includes the University of Maine School of Law and the University of Maine Graduate and Professional Center.

University of Maine:

The University of Maine, founded in Orono in 1865, is the state's land grant and sea grant university. As the state’s only public research university, UMaine has a statewide mission of teaching, research and economic development, and community service. UMaine is among the most comprehensive higher education institutions in the Northeast, with nearly 100 majors and academic programs. It attracts students from Maine and 49 other states, and more than 60 countries. It currently enrolls more than 11,400 undergraduate and graduate students who can directly participate in research, working with world-class scholars. UMaine offers more than 100 degree programs through which students can earn graduate certificates, master's, doctoral or professional science master's degrees. The university promotes environmental stewardship, with substantial efforts campus wide aimed at conserving energy, recycling and adhering to green building standards in new construction.

For information about the University of Maine System's COVID-19 response and guidelines for employees, please visit https://www.maine.edu/together/.

Required:

• Bachelor's degree from an accredited higher-education institution and three years relevant experience; additional years of relevant experience may substitute for the education requirement at the rate of one year of experience equals two years of education.
• Minimum two years progressive experience installing and supporting all the following: Microsoft Windows, Microsoft Office, antivirus software.
• Strong troubleshooting skills for Mac and Windows based hardware and software.
• Excellent written and verbal communication skills.
• Experience in dealing with difficult interpersonal situations regarding support issues.
• Must be a team player, possess strong communication skill, and possess a strong customer-centered philosophy.
• Experience in dealing with antivirus, anti-spam, wireless communication, mobile devices, and security in the information technology field.
• Proficiency in training and supervising employees
• A strong team player works effectively under pressure, and ability to multitask.
• Excellent interpersonal communication skills (verbal, written and listening) since he or she will have daily interaction with faculty, administrators, and staff.
• Excellent documentation skills.
• Exercise proper judgment taking care of client computers or sensitive data; and consult with supervisor.
• Utilize effective time management skills and sets and adhere to deadlines.
• Commitment to quality, client-oriented service.
• Ability to work independently with minimal supervision.
• Excellent organization skills, ability to meet deadlines.
• Attends to details and is precise in work habits.
• Reliable and punctual.

Preferred:

• Experience as a Help Desk Manager in a higher education setting.
• Experience implementing an enterprise-level ITSM tool using ITIL best practices.
• Minimum one year of supervisory experience managing staff and projects.

1) a cover letter which describes your experience, interests, and suitability for the position
2) a resume/curriculum vitae

Incomplete application materials cannot be considered. Materials received after the initial review date will be reviewed at the discretion of the University.

The successful applicant is subject to appropriate background screening.

The University of Maine System is an EEO/AA employer and does not discriminate on the grounds of race, color, religion, sex, sexual orientation, transgender status, gender expression, national origin, citizenship status, age, disability, genetic information or veteran’s status in employment, education, and all other programs and activities. The following office has been designated to handle inquiries regarding non-discrimination policies: Office of Equal Opportunity, University of Maine, Room 101 Boudreau Hall, Orono, ME 04469, 207-581-1226. TTY 711 (Maine Relay System).