Client Services Lead

Macalester College; United States; On-site; USD 62,000 - 65,000; Full time

Benefits offered by this job

10% employer retirement contributions

Generous vacation and holidays

Comprehensive health, dental, vision,

Life & disability insurance

Tuition assistance for dependents

Job summary

Macalester College seeks a Leader for ITS Help Desk and First-Line Support Services to run the day-to-day Help Desk operations, mentor student staff, and ensure fast, friendly technical assistance for students, faculty, and staff.

You will coordinate hardware delivery, imaging, setup, and inventory while collaborating with the Associate Director on purchasing and knowledge management. The role emphasizes service culture, training, and department collaboration.

Qualifications

• Associate’s Degree required.
• 3 years experience in a support desk environment.
• Experience providing technical support for MacOS and Windows.

Responsibilities

• Oversee daily Help Desk and First Line ticket queue operations with timely triage and resolution.
• Recruit, train, schedule, supervise, and mentor student workers with ongoing coaching.
• Manage hardware asset lifecycle: imaging, configuration, delivery, setup and inventory.

Skills

Help desk leadership

MacOS/Windows support

Hardware peripherals support

Education

Associate’s Degree

Bachelor’s Degree preferred

Job description

Overview Leader of the ITS Help Desk and first-line Support Services team.

Responsible for building and maintaining a highly effective, consistent support desk that delivers fast, friendly, and reliable technical assistance to students, faculty, and staff. By closely managing and mentoring student workers, streamlining ticket resolution, and ensuring smooth hardware delivery and onboarding processes. Works to improve the daily technology experience across the institution while fostering a strong service culture within the team.

About the Department

The Lead is part of the greater Support Services team, which is comprised of the Help Desk, Desktop Support, and AV/Event services. Our department is the front door to providing technology services and support to the Macalester College community.

Responsibilities & Qualifications

• Oversee the day-to-day operations of the Help Desk and First Line ticket queue, ensuring timely triage, assignments, resolutions, or escalations.
• Recruit, train, schedule, supervise, and mentor student workers, providing ongoing coaching, performance feedback, and professional development opportunities.
• Oversee hardware asset management, imaging, configuration, delivery, and setup for end users, maintaining efficient and well-organized equipment deployment processes.
• Work with Associate Director and Administrative Technology Partner on purchasing hardware and maintaining a steady pipeline of equipment for inventory.
• Collaborate with the Administrative Technology Partner on knowledge management efforts by contributing to and helping to build light training materials, job aids, and documentation for the department and, as needed, other ITS divisions.
• Participate in new student orientations and deliver technology-related training sessions to staff, faculty, or students as required.
• Hires, trains, develops and manages the effectiveness of team member(s) to meet college and department goals. Provides informal feedback on an ongoing basis and formal feedback in the annual performance review process to develop talent. Collaborates with HR on employee processes.
• Completes other responsibilities as assigned. Participates as an active member of the team. Participates in department and college activities and supports implementation of shared goals and initiatives. Provides backup support to other members of the team.

Required Qualifications

• Associate’s Degree
• 3 years experience working in a support desk environment
• Experience providing technical support for MacOS and Windows computers
• Supporting different peripherals, printers, and other technology for end users

Preferred Qualifications

• Bachelor’s Degree in a technology area of study preferred
• Multiple years leading a help desk team, supervising student workers or employees, including recruiting/hiring process, coaching and mentoring
• Worked in a higher education environment is preferred

Compensation: $62,135.00-$64,959.00 Annually.

Union: MAPE Benefits

• 10% employer contributions to the retirement plan.
• Outstanding vacation and sick time packages, plus an additional 10 holidays.
• Competitive health, dental, vision, and life & disability insurance
• Generous employer contribution to Health Savings Account.
• Tuition assistance which pays between 75% - 90% of eligible tuition for employee dependents at select institutions.
• Free primary care for most services through Nice Healthcare when enrolled in a Macalester health plan.
• Access to the athletics fitness facility, wellness coaching, and activities.

These are just some of the great benefits Macalester has to offer! Bargaining units may have slightly different benefits negotiated in their contracts.

Satisfactory completion of a criminal background check is a condition of employment.

Macalester College does not discriminate on the grounds of sex, gender identity, race, color, national origin, age, religion, creed, disability, marital status, familial status, pregnancy, genetic information, membership or activity in a local human rights commission, veteran status, sexual orientation, status with regard to public assistance, or other categories protected by law. For additional information, see Macalester College's full Notice of Nondiscrimination.

Founded in 1874, Macalester College provides students with the inspiration, insight, and experience to become successful and ethical leaders.

Located in flourishing St. Paul, Minnesota, Macalester enrolls over 2,000 students from across the country and around the world. Macalester is a preeminent liberal arts college recognized for its student service and celebration of internationalism.

At Macalester, we look at our employees through a whole-person, holistic lens. With comprehensive benefits and well-being programs, we provide and enable our community members to grow and care for themselves, their families, and one another. Our whole-hearted fidelity to community-building and social justice exemplify these ideals.

Macalester College continuously prioritizes a culturally diverse and pluralistic community. We value individuals of all backgrounds and lived experiences. Our rich blend of people holding varied identities enhances our strong commitment to multiculturalism and global citizenship. We seek candidates who reflect and strengthen our campus environment.

Macalester invites and encourages everyone to apply who would add depth to our community including those from all sexual orientations, races, ethnicities, national origins, genders, religions, abilities, and ages.