Support Services Operations Lead

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.

Qualifications
Bachelors 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 drivers 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.