University of Massachusetts Amherst · 3 months ago
Service Desk Team Lead
Amherst, MA
Full-time
Onsite
Mid, Senior Level
4+ years expThe University of Massachusetts Amherst is a nationally ranked public land-grant research university seeking a Service Desk Team Lead to manage the delivery of high-quality technical support to its community. The role includes supervising staff, ensuring operational continuity, troubleshooting IT issues, and collaborating with IT teams to improve service delivery.
EducationHigher EducationUniversities
Responsibilities
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
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
Coordinate 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
Performs other duties as assigned or required to meet Department, Executive Area/Division, and University goals and objectives
Qualification
Required
A high school diploma or equivalent with six (6) years of experience developing, supporting, or managing IT applications or an Associate's degree with four (4) years of experience developing, supporting, or managing IT applications and operations, or a Bachelor's degree in an IT related concentration with two (2) years of experience developing, supporting or managing IT applications or operations
IT-related customer service experience
Excellent analytical skills and ability to plan, recommend, implement and monitor effective and efficient processes and to identify problems and implement solutions
Expertise with operating systems for personal computers and industry-standard office tools
Demonstrated ability to learn new technologies and software quickly, without formal training
Demonstrated ability to work well in a team environment
Strong written and oral communication skills
Excellent organizational skills and flexibility to effectively manage multiple, emerging and changing priorities. Ability to meet the demands of a complex environment where timeliness and availability of information is considered critical
Ability to provide training as required to Service Desk staff
Preferred
Experience or certification with MCSE, ACMT, or A+
Supervisory Experience
Company
University of Massachusetts Amherst
The University of Massachusetts Amherst is a public research university offering undergraduate, master's, and doctoral programs.
1001-5000 employees
H1B Sponsorship
University of Massachusetts Amherst has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (69)
2024 (77)
2023 (56)
2022 (79)
2021 (19)
2020 (31)
Funding
Current Stage
Late StageTotal Funding
$137.34MKey Investors
U.S. Department of DefenseU.S. Environmental Protection AgencyThe Howard Hughes Medical Institute
2024-09-18Grant· $7.9M
2024-07-16Grant· $6.37M
2023-11-16Grant· $2.5M
Leadership Team
Christopher Salthouse
Co-Founder Center for Personalized Health Monitoring
Alejandro Reuss
Instructor
Recent News
2025-12-17
2025-12-17
2025-12-03
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