Client Services Lead

Macalester College • Saint Paul, MN

7d • Onsite

About The Position

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. 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.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree