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.
- Team Leadership: 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.
- Other Responsibilities: 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
At Macalester, we are proud to offer excellent comprehensive employee benefits. Here are some highlights:
- 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! To see our full benefits packages and options, please visit our Benefits Page
Bargaining units may have slightly different benefits negotiated in their contracts. Please see applicable contracts for more details.
Satisfactory completion of a criminal background check is a condition of employment.
Application Guidelines
For best consideration, please submit your cover letter and resume through theMacalester Employment Opportunities webpage by October 28th, 2026. No applications will be received after this date.
Jaclyn Howard
Talent Acquisition Manager
jhoward3@Macalester.edu
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.