Support Services Operations Lead

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 is seeking a Support Services Operations Lead to oversee the day-to-day performance of help desk and device support services for the Portland, Maine, and Tangier, Morocco campuses. This operational leadership position is responsible for ensuring that support requests are effectively received, prioritized, assigned, escalated, and resolved while maintaining service quality, appropriate coverage, and consistent support practices. The role provides functional direction to technical staff and student employees but does not have formal supervisory authority.

Reporting to the Director of Support Services, the Operations Lead works closely with technical teams and campus partners to maintain responsive, reliable, and customer-focused technology support. The position also collaborates with a counterpart serving the Biddeford campus and provides operational backup to the Director during absences, service disruptions, and periods of high demand.

About The University of New England

UNE is Maine’s largest private university, with two beautiful coastal campuses in Maine, a one-of-a-kind study-abroad campus in Tangier, Morocco, and an array of flexible online offerings. In an uncommonly welcoming and supportive community, we offer hands‑on learning, empowering students to positively impact a world full of challenges. We are the state’s top provider of health professionals and home to Maine’s only medical and dental colleges, a variety of other interprofessionally aligned health care programs, and nationally recognized programs in the marine sciences, the natural and social sciences, business, the humanities, and the arts.

Benefits Overview

• Multiple health and dental plan options, plus vision coverage.
• Up to 8% retirement plan match.
• Generous leave time, including vacation, sick, and personal time, and 12+ holidays per year.

Educational benefits

• UNE tuition waiver for employees, spouses, and domestic partners.
• UNE tuition waiver for dependents of employees with 1 year of full-time service.
• 50% tuition reduction if less than 1 year of full-time service.
• Lead daily help desk and device support operations, including request 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, classroom, and conference room services.
• Maintain ticket quality, service standards, support documentation, and effective customer communication.
• Coordinate technology support readiness for semester transitions, orientations, examinations, commencements, conferences, and departmental events.
• Oversee support for laptops, desktops, classrooms, teaching stations, computer labs, public computing areas, peripherals, printing, approved software, and loaner equipment.
• Coordinate shared-computing maintenance, device refresh activities, software validation, and equipment readiness in partnership with campus stakeholders and technology teams.
• Monitor operational performance using service metrics such as response time, resolution time, backlog age, first-contact resolution, reopened requests, and customer satisfaction.
• Develop dashboards and reports, analyze support trends, and recommend evidence-based improvements to processes, staffing, self-service resources, and automation.
• Develop and maintain standard operating procedures, knowledge articles, customer-facing resources, request forms, and service-management workflows.
• Identify opportunities to streamline support processes through tools such as Power Automate, Power Apps, and scripting.
• Coordinate operational escalations, major incident support, customer communications, service continuity, and time-sensitive support needs.
• Provide daily work direction, onboarding, coaching, quality review, and knowledge sharing for technical staff and student employees.
• Provide input to the Director regarding staff development, training, and recognition while formal personnel decisions remain with the Director.
• Coordinate support for the Tangier campus across time zones, including remote support, operational handoffs, equipment logistics, vendor coordination, and service continuity.
• Partner with departments and technology teams to prepare for deployments, migrations, technology changes, and service improvements.

Qualifications

Bachelor’s degree in information technology, business, management, or a related field and at least four years of related information technology support experience, including at least one year in a lead, coordinator, senior technician, or comparable role involving workflow, scheduling, or service performance or a combination of education and experience from which comparable knowledge and skills are acquired.

• Experience operating a service desk or technology support function, including queue management, triage, escalation, and service-level accountability.
• Experience supporting individually assigned devices and shared-computing environments such as classrooms, computer labs, or public computing areas.
• Proficiency with a service-management or ticketing platform, including reporting, dashboards, request catalogs, or workflow configuration.
• Demonstrated ability to interpret operational data and translate findings into process or staffing recommendations.
• Working knowledge of Windows, macOS, and Microsoft 365 in an enterprise support environment.
• Experience coordinating the work of others through onboarding, task assignment, coaching, or similar responsibilities.
• Strong written, verbal, organizational, and customer-service skills, including the ability to communicate effectively with technical employees, executives, and individuals experiencing service disruptions.
• Ability to manage competing priorities and deadlines while maintaining professionalism, discretion, and confidentiality.
• Ability to work occasional evenings, weekends, and after-hours periods and travel between campus locations as needed.
• Valid driver’s license and ability to lift and carry up to 40 pounds.

Preferred Qualifications

• ITIL Foundation certification or equivalent service-management training.
• Experience in higher education or a multi-campus technology environment.
• Experience coordinating remote or international support across time zones.
• Working proficiency in French or Arabic.
• Experience with ServiceNow, TeamDynamix, Jira Service Management, or a comparable platform.
• Experience with Power Automate, Power Apps, PowerShell, knowledge management, workforce scheduling, or capacity planning.
• Experience supporting classroom, clinical, or laboratory technology.
• Familiarity with accessibility, FERPA , and HIPAA considerations in end-user technology support.

EEO Statement Summary

Consistent with federal and state law and University policy, the University of New England is committed to the fundamental concept of equal opportunity for all of the members of the University community. The University prohibits, and will not tolerate, discrimination in employment, the provision of academic services or in any other area of University life based on race, color, sex, physical or mental disability, religion, age, ancestry, national origin, sexual orientation, gender identity and/or expression, ethnicity, genetic information, HIV status, or status as a veteran. Prohibited bias factors should not motivate decisions regarding students, employees, applicants for admission, applicants for employment, contractors, volunteers or participants in and/or users of institutional programs, services, and activities.

Additional Note

This position is not eligible for H-1B visa sponsorship or STEM OPT extension.

Anticipated Pay Range

Anticipated Pay Range $60,000 - $62,000