Help Desk Manager - Vantage Point Recruiting

Our client is seeking a full-time Help Desk Manager to serve as the customer service liaison with all departments, 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 in Auburn, Fairfield, or Bangor. The location may be determined by mutual agreement and could be subject to change. Weekly travel to those locations is required and periodically there may be additional travel requirements to other locations in Maine. 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:

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.

Skills, and Abilities:

• 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.