End User Support Manager Desktop Modernization

Job Number: 2025-08850

Location: SLU Saint Louis,
MO

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 QUALIFICATIONSFunction

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
314-977-5847.