Support Services Operations Lead

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.

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.

• 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.

• 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…