Campus IT Support Operations Lead

University of New England; Biddeford (ME); On-site; USD 60,000 - 62,000; Full time

Benefits offered by this job

Health and dental plan options

Retirement plan match (up to 8%)

Generous leave time and holidays

Job summary

The University of New England is seeking a Support Services Operations Lead to manage the Biddeford campus help desk and device support. You will ensure requests are received, prioritized, assigned, escalated, and resolved with quality, while maintaining coverage and consistent support practices.

You will provide direction to technical staff and students, collaborate with campus partners and a Portland campus counterpart, and back up the Director during high-demand periods to sustain service

Qualifications

• Experience operating a service desk or technology support function with queue management, triage, escalation, and SLA accountability.
• Experience supporting individually assigned devices and shared computing environments (classrooms, labs, public computing areas).
• Proficiency with a service-management or ticketing platform including reporting, dashboards, catalogs, or workflow config.
• Ability to translate operational data into process or staffing recommendations.
• Strong written and verbal communication and customer service skills.

Responsibilities

• Lead daily help desk and device support operations including intake, queue management, triage, assignment, prioritization, escalation, and timely closure.
• Monitor support volume and coordinate staff coverage across ticket, email, phone, chat, walk‑up, desk side, classrooms, and events.
• Maintain ticket quality, service standards, documentation, and customer communication.
• Coordinate readiness for semester transitions, orientations, examinations, commencements, conferences, and events.
• Oversee support for laptops, desktops, classrooms, labs, peripherals, printing, software, and loaner equipment.
• Develop dashboards and reports; analyze trends and propose improvements to processes, staffing, self‑service resources, and automation.

Skills

Queue management

Triage

Escalation

Service‑level accountability

Operational data interpretation

Onboarding and coaching

Windows

macOS

Microsoft 365

Education

Bachelor’s degree in IT, business, management, or related field

Tools

ServiceNow

TeamDynamix

Jira Service Management

Power Automate

Power Apps

PowerShell

Job description

The University of New England is seeking a Support Services Operations Lead to manage the Biddeford campus help desk and device support. You will ensure requests are received, prioritized, assigned, escalated, and resolved with quality, while maintaining coverage and consistent support practices.

You will provide direction to technical staff and students, collaborate with campus partners and a Portland campus counterpart, and back up the Director during high-demand periods to sustain service