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Help Desk Manager (Central Region)

Bangor, Maine

Contact Details

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Employer's Job Description

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 Central Maine Community College (CMCC), Kennebec Valley Community College (KVCC) and Eastern Maine Community College (EMCC) 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 CMCC in Auburn, KVCC in Fairfield, or EMCC in Bangor.  The location may be determined by mutual agreement and could be subject to change.  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. 

The Help Desk Manager position is classified in the MSEA Supervisory Services Bargaining Unit, (salary) range 28.  MCCS offers a full suite of employee benefits including health, dental, vision and life insurance, retirement savings, flexible savings accounts, employee assistance program, tuition waivers, 529 education plan MCCS matching grant and paid holidays, vacation, and sick time. 

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.

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.

To apply, please upload your cover letter, current resume/CV, including the names and contact information for three professional references, and official transcripts when you complete the online application.  Search will remain open until the position is filled.

MCCS is an Equal Opportunity employer. We celebrate diversity and are committed to creating an inclusive and non-discriminatory environment for all employees. We provide reasonable accommodation to qualified individuals with disabilities upon request. For more information, please contact the MCCS Affirmative Action Office at 207-629-4000.  TTY Dial Maine Relay 711.