Support Services Operations Lead

University of New England Career•Portland, OR

9d•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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