Job Information
University of Maine System Desktop Services Manager in Portland, Maine
The University of Maine System (UMS) is looking for a Desktop Services Manager to oversee and elevate the daily operations of the University of Southern Maine's (USM) desktop computing environment across the Portland, Gorham, and Lewiston/Auburn campuses. This pivotal role leads a talented team, fostering exceptional customer relationships, and contributing to the university's mission of providing a modern, efficient, innovative technology ecosystem.
Key Responsibilities:
Supervise and energize a team of IT professionals, ensuring top-notch technical support for faculty, staff, and students.
Develop and implement effective processes to manage and improve IT support services.
Act as a key escalation point for resolving complex technical issues.
Drive customer satisfaction by fostering positive end-user relationships and delivering solutions tailored to evolving needs.
Plan, prioritize, and manage technical projects, work queues, and resource allocation.
Stay ahead of the curve with the latest IT trends, best practices, and technologies to keep USM at the forefront of innovation.
Please review the complete job description (https://drive.google.com/file/d/1dQ05lJ_xymank1lRfx6-9HS0mRPm0aaD/view?usp=drive_link) for more details.
Salary: The normal hiring range for this position is $55,000 to $68,500, commensurate with training, education, and experience. For current UMS employees, the salary will also take into consideration existing pay for transfer or promotion.
Benefits: The University of Maine System provides a highly competitive benefits package that includes holidays, vacation, and sick time; health, dental, and vision insurance; a tuition waiver program for employees and their eligible dependents; a 403(b) retirement plan with a 10% university contribution, and more. View our Benefits Information Summary (https://drive.google.com/file/d/1-a3qcInE4_eo-vFTkrDtOZTKdsCFy0uE/view?usp=sharing) to learn more.
Work Schedule: Monday through Friday, 8:00 AM to 5:00 PM with evenings, holidays, and weekends as needed.
Knowledge, Skills, and Abilities
• Exceptional customer relationship and consensus-building skills, with the ability to establish effective working relationships in a diverse, distributed organization.
• Flexibility in adapting to clients’ evolving needs.
• Proven ability to lead, manage, plan, and support a functionally organized, technically oriented environment with staff engaged in a wide range of technical activities.
• Ability to work independently and exercise sound judgment when managing a diverse technical staff.
• Strong planning and project management skills, including the ability to manage work queues effectively.
• Generalist knowledge across IT domains, such as networking, desktop support, and security including methodologies used in these areas.
• Familiarity with help desk ticketing systems and best practices for delivering IT support and consulting services.
• Understanding of technical problem resolution and relevant technical knowledge.
• Excellent verbal and written communication skills, with the ability to explain complex technical issues to non-technical users.
• Ability to manage multiple priorities effectively in a fast-paced environment.
Qualifications
Required:
• Bachelor’s degree in computer science or related field, or the equivalent combination of education and experience.
• Three years of relevant work experience.
• Three years of experience managing employees, including hiring, coaching, performance management, supervising, and training.
Preferred:
• Prior experience in an academic environment.
• Prior experience with data security issues and best practices.
HOW TO APPLY
Materials must be submitted via "Apply Now. You will need to complete an application and upload the following:
A cover letter that describes your experience, interests, and suitability for the position.
A resume/curriculum vitae.
Important items to know about the recruitment process:
Review of applications will begin immediately. For full consideration, materials must be submitted by February 12, 2025.
Materials received after the initial review date will be reviewed at the discretion of the University.
Incomplete application materials cannot be considered.
The successful applicant is subject to appropriate background screenings.
We are not able to consider applicants who require Visa sponsorship.
Clery Act:
The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, or Clery Act, mandates that all Title IV institutions, such as the University, prepare, publish, and distribute an Annual Security Report (ASR), and provide notice of the availability of the ASR to all prospective employees. This report consists of two basic parts: disclosure of the University’s crime statistics for the past three calendar years; and disclosures regarding the University’s current campus security policies. View the University’s Annual Security Report (PDF) (https://usm.maine.edu/public-safety/annual-security-and-fire-safety-report/) . If you wish to have a paper copy of the ASR or need to have a copy of the ASR in an accessible format, the University will provide such a copy upon request. Please email (usmdeanofstudents@maine.edu) or call 207.780.4035.
EEO Statement
In complying with the letter and spirit of applicable laws and pursuing its own goals of diversity, the University of Maine System does not discriminate on the grounds of race, color, religion, sex, sexual orientation, transgender status, gender, gender identity, or expression, ethnicity, national origin, citizenship status, familial status, ancestry, age, disability physical or mental, genetic information, or veterans or military status in employment, education, and all other programs and activities. The University provides reasonable accommodations to qualified individuals with disabilities upon request. The following person has been designated to handle inquiries regarding non-discrimination policies: Director of Equal Opportunity, 5713 Chadbourne Hall, Room 412, University of Maine, Orono, ME 04469-5713, 207.581.1226, TTY 711 (Maine Relay System).
About the University of Maine System
The University of Maine System (UMS), established in 1968, consists of seven universities and the University of Maine School of Law, spread across various locations in Maine. UMS provides system-wide services and governance from these locations, leveraging the distinct strengths and collaborations among its institutions to advance strategic priorities for UMS (https://www.maine.edu/strategic-plan/) and the state of Maine.
Choosing UMS means opting for a high quality of life supported by excellent benefits such as tuition waivers, robust retirement contributions, and comprehensive insurance coverage including medical, dental, vision, life, and disability. Maine's diverse landscapes, from accessible wilderness and rugged coastline to urban centers and rural communities, offer numerous cultural activities, strong public schools, safe neighborhoods, and high-quality healthcare. Discover more about Maine's exemplary lifestyle on the Maine Office of Tourism website (https://visitmaine.com/plan-your-visit/relocating-to-maine) .