End User Support Manager Desktop Modernization

Who is Saint Louis University? Founded in 1818, Saint Louis University is one of the nation’s oldest and most prestigious Catholic universities. SLU, which also has a campus in Madrid, Spain, is recognized for world-class academics, life-changing research, compassionate health care, and a strong commitment to faith and service.

JOB SUMMARY

The End User Support Manager is a hands-on technical leader responsible for managing a team of support technicians to deliver desktop services. This position interfaces with end user support directors, managers, and technical staff to resolve escalations and to coordinate the communication of service status. This position is also responsible for system administration and technical support for the application and hardware installed in support of all University business units.

PRIMARY JOB RESPONSIBILITIES

Manages overall day-to-day operations of the end user services team to ensure the highest level of commitment to our customers

Develops and matures IT service delivery processes, including establishing tracking and reporting of service metrics and success measures with a focus on service operation and transition

Collaborates to create, maintain, and implement operational processes, IT policies, and help-related materials for users on a regular basis

Provides technical and managerial support to the end user support team towards incident resolution and recovery

Establishes clear goals and performance objectives that are aligned to the organization’s vision, strategic direction, and university’s mission; inspires and drives high performance and collaboration; measures performance against results and rewards initiative, innovation, discipline, and operational excellence

Establishes and maintains constructive relationships with internal business partners to understand customer needs and drive continuous improvement of IT processes

Establishes and maintains regular communications with IT Leadership regarding service delivery, initiatives, performance, concerns, etc.

Provides day-to-day supervision, coaching, and leadership to the end user support team members that reflects commitment to highly effective and efficient services and support

Coordinates computer hardware, software and equipment acquisition, installation, and maintenance; maintains up-to-date and comprehensive hardware/software inventory

Minimizes compliance concerns while enabling the business to perform their roles

Performs other duties as assigned

KNOWLEDGE, SKILLS & ABILITIES

Extensive knowledge of enterprise class desktop software such as Windows OS, Mac OS X, antivirus, remote management and troubleshooting, printing and Service desk

Knowledge of Compliance standards such as FERPA, HIPAA, PCI, ISO, etc.

Knowledge of ITIL concepts including Service Management and Service Delivery and experience working within the ITIL Framework for Incident, Problem, Change, or Service Request Management

Basic knowledge WAN / LAN Topologies Network Design Tools / Resources Desktop Management Network Security

General understanding of server computing, networking, phone setup/support, storage, virtualization, and business applications

Technical computer skills as well as good interpersonal, management, and customer service skills

Solid knowledge of networking including troubleshooting wired and wireless configurations

Excellent organizational and time management skills

Ability to manage service call load to Service Level Agreements (SLA)

Good listening skills

Ability to read, analyze, and interpret technical documentation

Ability to communicate effectively with customers, coworkers, vendors and supervisors.

Ability to work and function efficiently either individually or in a team-oriented environment

Ability to assist in planning and coordinate onsite efforts for projects Ability to work independently with customers

MINIMUM QUALIFICATIONS

Bachelor’s degree

Five years of related work experience

Previous experience supporting a large Enterprise organization with a complex application portfolio

Experience with Windows active directory, LDAP, and group policies Experience with enterprise deployment and imaging technologies (SCCM, PXE, JAMF)

Experience with iOS, Android, and Windows Phone support, and mobile device management solutions

Experience with enterprise-class infrastructure and systems, including Active Directory, MDM, SSO, MFA, Cisco, Palo Alto Networks, Firewalls, VPN

PREFERRED QUALIFICATIONS

n/a

Function

IT Technologists

Scheduled Weekly Hours:40

Saint Louis University is an equal opportunity/affirmative action employer. All qualified candidates will receive consideration for the position applied for without regard to race, color, religion, sex, age, national origin, disability, marital status, sexual orientation, military/veteran status, gender identity, or other non-merit factors. If accommodations are needed for completing the application and/or with the interviewing process, please contact Human Resources at .

2025-08850