IT Support Operations Lead — Service Desk & Devices

University of New England; Maine; Hybrid; USD 60,000 - 62,000; Full time

Benefits offered by this job

Health insurance

Retirement plan match

Generous leave

Job summary

The University of New England in Portland, ME seeks a Support Services Operations Lead to oversee day-to-day help desk and device support across Maine and Tangier campuses. You will ensure requests are received, prioritized, assigned, escalated, and resolved while maintaining service quality and consistent practices.

Reporting to the Director of Support Services, you will provide direction to technical staff and student workers, coordinate with campus partners, and monitor performance metrics to

Qualifications

• Bachelor's degree in IT, business, or related field and 4+ years in IT support.
• Experience in lead/coordinator roles for workflow and service performance.
• Proficiency with ticketing platforms and SLA management.
• Ability to manage multiple campuses and time zones.

Responsibilities

• Lead daily help desk and device support operations, including intake, triage, assignment, escalation, and timely closure.
• Monitor support volume and coordinate staff coverage across channels.
• Maintain ticket quality, service standards, and customer communications.
• Coordinate readiness for semester transitions, orientations, and events.
• Oversee devices, classrooms, labs, and loaner equipment support.
• Develop dashboards, reports, and evidence-based process improvements.
• Provide daily work direction, onboarding, coaching, and knowledge sharing.
• Coordinate Tangier campus support across time zones.

Skills

Help desk leadership

Staff coaching

Customer service excellence

Incident management

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Jira Service Management

TeamDynamix

Power Automate

Power Apps

PowerShell

Job description

The University of New England in Portland, ME seeks a Support Services Operations Lead to oversee day-to-day help desk and device support across Maine and Tangier campuses. You will ensure requests are received, prioritized, assigned, escalated, and resolved while maintaining service quality and consistent practices.

Reporting to the Director of Support Services, you will provide direction to technical staff and student workers, coordinate with campus partners, and monitor performance metrics to