Manager, End User Support

Saint Louis University•St. Louis, MO

1d•Onsite

About The Position

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 Reporting directly to the Director of Information Technology Services, the End User Support Manager is a hands-on technical leader responsible for delivering technology-enabled services that support teaching, learning, research, student success, and university operations. This position provides leadership for the Academic Technology Commons (ATC), Library Technology Services, Media Services, and associated learning environments by driving operational excellence, customer service, and continuous improvement. The End User Support Manager is responsible for managing, evaluating, developing, and mentoring full-time staff and student employees who support technology services across the University. Areas of responsibility include library technology operations, large format printing, high-volume printing services, 3D printing services, digital signage systems, media equipment services, event technology support, and specialized academic technology spaces. The position interfaces with university leadership, faculty, staff, students, and technical teams to resolve escalations, coordinate service delivery, and ensure technology resources effectively support the University's academic mission. This position oversees the operation and support of learning and innovation environments, including IDEA Labs, collaborative learning spaces, recording studios, editing pods, media production facilities, and other technology-enabled academic spaces. The manager is responsible for identifying opportunities to improve services, developing operational processes, and ensuring high-quality experience for all users. Functions with minimal supervision, utilizes independent and collaborative judgment in decision-making, and demonstrates strong leadership, customer service, organizational, and problem-solving skills.

Requirements

Experience managing technology services within higher education, libraries, academic technology environments, media services, or similar customer-focused operations.
Knowledge of digital media technologies, presentation systems, audio/visual equipment, digital signage platforms, and multimedia production workflows.
Experience supporting large format printing, high-volume printing operations, 3D printing technologies, and associated customer service processes.
Familiarity with recording studios, media production environments, video editing systems, and content creation technologies.
Experience managing student employees, including hiring, onboarding, scheduling, training, coaching, performance management, and professional development.
Ability to balance operational priorities between full-time staff and student workers while maintaining service quality and operational efficiency.
Strong understanding of customer service delivery in student-facing environments.
Experience managing equipment inventories, rental or checkout programs, and technology asset lifecycle processes.
Ability to develop partnerships with faculty, library administration, academic departments, and student organizations to advance technology-enabled learning initiatives.
Extensive knowledge of enterprise class desktop software such as Windows OS, Mac OS X, antivirus, remote management and troubleshooting, printing and Service desk.
Supporting a large Enterprise organization with a complex application portfolio
Technical computer skills as well as good interpersonal, management, and customer service skills
Solid knowledge of networking including troubleshooting wired and wireless configurations
Experience with iOS, Android, and Windows Phone support, and mobile device management solutions
Ability to read, analyze, and interpret technical documentation
Basic Knowledge WAN / LAN Topologies Network Design Tools / Resources Desktop Management Network Security
Ability to communicate effectively with customers, coworkers, vendors and supervisors.
Possess excellent organizational and time management skills
Ability to manage service call load to Service Level Agreements (SLA)
Possess good listening skills. 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.
General understanding of server computing, networking, phone setup/support, storage, virtualization, and business applications
Knowledge of Compliance standards such as FERPA, HIPAA, PCI, ISO, etc.

Responsibilities

Manage the day-to-day operations of Academic Technology Commons (ATC), Library Technology Services, Media Services, and associated technology support functions to ensure exceptional service delivery and customer satisfaction.
Lead, supervise, mentor, and develop full-time staff and student employees while fostering a culture of service excellence, accountability, innovation, collaboration, and continuous improvement.
Recruit, hire, train, schedule, evaluate, and oversee student workers supporting library technology, media services, equipment lending, printing services, and academic technology spaces.
Manage student workforce operations to ensure appropriate staffing coverage during evenings, weekends, peak academic periods, and special events.
Develop and mature service delivery processes, service metrics, reporting, and operational procedures across ATC, Library Technology Services, and Media Services.
Oversee large format printing, high-volume printing operations, 3D printing services, digital signage systems, and associated customer support processes.
Manage media services operations, including equipment lending and support for laptops, projectors, microphones, speakers, cameras, and related technologies used for classes, events, conferences, and university programs.
Ensure the successful operation and support of IDEA Labs, active learning classrooms, collaborative learning spaces, recording studios, editing pods, and other academic technology environments.
Coordinate technology support for university events and academic activities requiring media services, presentation technologies, and specialized technical assistance.
Establish and maintain operational standards, documentation, training materials, and customer support resources for all supported services.
Establish clear goals and performance objectives aligned with university priorities, student success initiatives, and organizational strategic objectives.
Maintain constructive partnerships with faculty, staff, students, and university leadership to understand service needs and drive continuous improvement.
Provide regular communication to IT leadership regarding service performance, strategic initiatives, operational concerns, resource needs, and emerging opportunities.
Coordinate technology acquisition, deployment, maintenance, and replacement planning for media services equipment, printing technologies, learning spaces, and library technology resources.
Maintain equipment inventories, technology lending assets, software licensing, and operational budgets associated with assigned services.
Ensure compliance with university policies, accessibility requirements, security standards, and applicable regulatory requirements while enabling effective academic and operational outcomes.
Perform other duties, special projects and strategic initiatives as assigned.