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 organizations vision, strategic direction, and universitys 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

• Bachelors 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

Logo

About Saint Louis University

Saint Louis University(SLU) is a private, co-educational Jesuit university located in St. Louis, Missouri, United States. Founded in 1818 by the Most Reverend Louis Guillaume Valentin Dubourg SLU is the oldest university west of the Mississippi River. The University has campuses in St. Louis, Mo. and Madrid, Spain. SLU values academic excellence, life-changing research, compassionate health care, and a strong commitment to faith and service. For nearly 200 years, the University has gone beyond teaching facts and figures, encouraging students to form ideas and identities. Today, SLU students are nearly 14,000 strong. The University has invested vast resources to advance academic programs and enhance the student experience. SLU also is a major research institution where premier researchers tackle local and global challenges. And the University's commitment to community service has earned it national acclaim and bolstered its status as a character-building college.

Connections working at Saint Louis University