Multi-Campus IT Support Operations Lead

University of New England; Portland, Northern (ME, KY); Hybrid; USD 60,000 - 62,000; Full time

Benefits offered by this job

Health and dental options

Retirement plan match (up to 8%)

Generous leave time and holidays

Job summary

University of New England seeks an Operations Lead to oversee help desk and device support across Portland, ME and Tangier, Morocco campuses. This role ensures requests are received, prioritized, assigned, escalated, and resolved with high service quality.

It provides functional guidance to tech staff and student workers, collaborating with campus partners and the Director. Reporting to Support Services, the role covers scheduling, coverage, dashboards, and process improvements, with a focus on

Qualifications

• Bachelor’s degree in information technology, business, management, or related field.
• At least four years in IT support; include lead/coordinator/senior technician experience.
• Experience operating a service desk with queue management, triage, escalation, and SLA accountability.

Responsibilities

• Lead daily help desk and device support operations, including intake, triage, assignment, prioritization, escalation, and timely closure.
• Monitor support volume and coordinate staff coverage across tickets, email, phone, chat, and in-person services.
• Develop dashboards, reports, and evidence-based improvements to processes and staffing.

Skills

Help desk leadership

Queue management

Windows

macOS

Microsoft 365

Education

Bachelor's degree in IT/related field

Tools

ServiceNow

TeamDynamix

Jira Service Management

Job description

University of New England seeks an Operations Lead to oversee help desk and device support across Portland, ME and Tangier, Morocco campuses. This role ensures requests are received, prioritized, assigned, escalated, and resolved with high service quality.

It provides functional guidance to tech staff and student workers, collaborating with campus partners and the Director. Reporting to Support Services, the role covers scheduling, coverage, dashboards, and process improvements, with a focus on