Service Desk Team Lead

About UMass Amherst

The flagship of the Commonwealth, the University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access, fuel innovation and creativity, and share and use its knowledge for the common good. Founded in 1863, UMass Amherst sits on nearly 1,450-acres in scenic Western Massachusetts and boasts state-of-the-art facilities for teaching, research, scholarship, and creative activity. The institution advances a diverse, equitable, and inclusive community where everyone feels connected and valued-and thrives, and offers a full range of undergraduate, graduate and professional degrees across 10 schools and colleges, and 100 undergraduate majors. We believe every member of our university community can contribute to our ongoing success by striving for the highest level of excellence as we seek breakthrough solutions to mounting environmental, social, economic, and technological challenges in our world.

Job Summary

The Service Desk Team Lead is responsible for managing the delivery of high-quality technical support to the UMass Amherst community, including students, faculty, and staff. This includes monitoring performance across multiple support channels (in-person, phone, email, web, and chat), ensuring accurate documentation in the Service Desk ticketing system, and guiding staff in the use of sound judgment when analyzing and resolving IT account and technology-related issues. The supervisor provides coaching and feedback, supports professional development, ensures adherence to service standards, and facilitates appropriate escalation and referral processes. Additionally, the supervisor collaborates with other IT units to improve service delivery and contributes to continuous improvement initiatives.

Essential Functions

• Provides daily supervision of Service Desk staff, including training, scheduling, performance feedback, and acting as a technical escalation point; ensures operational continuity in the absence of the Service Desk Manager.
• Manages daily operations of in-person and remote support, fostering a culture of innovation, accountability, and continuous improvement.
• Acts as a technical lead in troubleshooting of IT accounts, distribution of SPIRE IDs, reactivation of old accounts, password changes for NetIDs / subsidiaries, changes to clients' services and email addresses, etc. Ensures appropriate security policies and laws are followed.
• Manages student staff, including hiring, onboarding, training, scheduling, and ensuring accountability and service excellence.
• Delivers advanced technical support to faculty, staff, and students across multiple channels, resolving desktop and mobile device issues related to hardware configuration, software, accounts, networking, and host connectivity. Utilizes knowledge bases and diagnostic tools to troubleshoot effectively and ensures all support activities are thoroughly documented.
• Collaborates with IT teams to resolve complex issues efficiently; identifies and reports system-wide problems impacting multiple users to ensure timely resolution and service continuity.
• Monitors ticket queues for quality and responsiveness, escalating or reassigning as needed; coordinates with internal and external partners to ensure timely completion of work
• Contributes to IT knowledge base by writing and updating both public and internal documentation for supported software and services. Develops and presents educational materials to members of the University community.
• Participates in planning and development of new and enhanced services, contributing to the evolution of Service Desk support tools and delivery mechanisms.
• Coordinates with IT Communications on participation of the team in UMass and IT events.
• Provides feedback and recommendations for support materials for UMass IT services (e.g., online and print documentation, video tutorials, and presentations).
• Upholds University and IT policy guidelines and recommends new and improved guidelines to ensure compatibility and better service for IT users.
• Recognizes and identifies potential areas where existing policies and procedures require change or where new ones need to be developed, especially regarding future service expansion. Assists with implementing changes.
• Maintains awareness of current technical trends and utilizes best practices when implementing IT solutions.

Other Functions

Performs other duties as assigned or required to meet Department, Executive Area / Division, and University goals and objectives.

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

Physical Demands / Working Conditions

Typical office environment.

Work Schedule

Salary Information

Level 27

PSU Hiring Ranges

Special Instructions to Applicants

Along with the application, please submit a resume and cover letter. References will be checked at the finalist stage, please be prepared to provide contact information for three (3) professional references.

The University of Massachusetts Amherst welcomes all qualified applicants and complies with all state and federal anti-discrimination laws.