Robert Half Help Desk Manager in South Portland, Maine
Description Title: Help Desk Manager (Northern Region)
Bargaining Unit/Salary Level: The Help Desk Manager position is classified in the MSEA Supervisory Services Bargaining Unit, range 28.
Responsibilities: The Maine Community College System (MCCS) is seeking a full-time Help Desk Manager to serve as the customer service liaison with all departments throughout the Eastern Maine Community College (EMCC), Northern Maine Community College (NMCC) and Washington County Community College (WCCC) regions, including all subsidiary locations in order to consolidate and streamline Help Desk efforts. This position plans, develops, manages, and promotes Help Desk Information Technology (IT) services for staff, faculty, and students. In addition, this position will offer Tier-2 support for the more complex and highly technical issues requiring a specific skill set. This position has secure administrator-level access across multiple administrative and academic systems throughout the shared services environment, requiring a high level of judgement. The Help Desk Manager is responsible for identifying areas for improvement, making recommendations, and planning and implementing solutions. This position works independently as well as in collaboration with other IT personnel. This position will be located at EMCC in Bangor, NMCC in Presque Isle, or WCCC in Calais. The location may be determined by mutual agreement and could be subject to change. Periodic travel may be required to all MCCS locations. Weekly travel to all three locations is required and periodically there may be additional travel requirements to other MCCS locations. The Manager is required to be on stand-by every weekend with the exception of paid time off and will be compensated per the applicable collective bargaining agreement.
Minimum Qualifications: The required minimum qualifications are a Bachelor’s degree in information technology and 6 or more years related technical and managerial experience in a help desk environment. A combination of relevant training and experience may be substituted for formal education on a year-for-year basis.
Required Knowledge, Skills, and Abilities: The knowledge, skills and abilities required, but not limited to, are:
Knowledge of Help Desk call tracking systems, policies, standards, and protocol.
Ability to effectively supervise, lead and delegate tasks and authority.
Ability to use effective interpersonal communication skills, including tact and diplomacy when responding to inquiries and complaints.
Ability to manage multiple high priority initiatives in a fast-paced, highly technical environment.
Ability to create work plans, goals and objectives that ensure the efficient running of all help desk services, including meeting deadlines, scheduled and target dates.
Ability to research and evaluate problems pertaining to hardware, software, and connectivity issues.
Ability to maintain confidentiality of work-related information and materials.
Ability to establish and maintain professional, effective working relationships. Requirements Ticketing System, Troubleshoot, Hardware & Software Installation, Connectivity, Management Technology Doesn't Change the World, People Do.®
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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.