Manager, User Support Systems - University Advancement

Scheduled Hours

40 hours per week.

Manager of User Support provides strategic leadership for the delivery, optimization, and continuous improvement of support services for University Advancement Systems. This role is responsible for shaping a high-performing support function that aligns technology solutions with advancement and fundraising objectives, ensuring a seamless and effective user experience across the organization. Ultimately, this position serves as a strategic bridge between users, technology, advancement operations and WashU CRM campus partners - ensuring support services not only resolve issues but also contribute to the institution’s broader engagement and fundraising success.

• Manage and coordinate service delivery of user support.
• Drive issue management and resolution practices that go beyond reactive support, implementing root cause analysis, process improvements, and preventative solutions to improve system reliability and user satisfaction.
• Evaluate and implement support technologies, tools, and workflows that increase efficiency, enable self‑service, and enhance the overall support ecosystem.
• Establish support strategies, defining service standards and KPIs, and leveraging data and user insights to proactively identify trends, reduce friction, and enhance system adoption.
• Establish, monitor, and analyze metrics used to measure effectiveness.
• Oversee user support at each level to ensure consistency and standards are met throughout the organization.
• Initiate, coordinate, and enforce systems, policies, and procedures.
• Ensure timely and effective resolution of technical issues and support requests received from end users.
• Inspire the team through a positive and enthusiastic attitude, commitment to success, and personal and professional accountability.
• Promote and maintain a customer‑service focus with the user support team to perform at or above the service‑level agreements.
• Ensure that processes are fully documented.
• Monitor and analyze service performance metrics, ensuring high levels of customer satisfaction and adherence to service‑level agreements (SLAs).

• Establish, implement, and evaluate internal support technologies, tools and workflows to meet operating goals and objectives effectively.
• Develop, implement, and evaluate policies and procedures to effectively carry out departmental user support operations.
• Promote staff collaboration, innovation, and critical thinking in developing solutions and approaches to user support challenges and issues.
• Act as a liaison between the director and the team you manage and communicate and demonstrate the organization’s customer‑service mission.

• Review and monitor the effectiveness of the team.
• Lead and implement continuous improvement plans for team members; continuously improve service delivery processes and introduce automation where applicable.
• Foster a culture of collaboration and continuous improvement within Advancement Systems teams, engaging with stakeholders, partners, and vendors to support strategic initiatives and operational needs.

Perform other duties as assigned.

Job Location:

St. Louis, MO.

Normal office environment.

• Typically sitting at desk or table.
• Repetitive wrist, hand or finger movement.
• Ability to move to on‑ and off‑campus locations.

Equipment:
Office equipment.

• Education:
  
  Bachelor’s degree or combination of education and/or experience may substitute for minimum education.
• Certifications / Professional Licenses:
  No specific certification or professional license is required for this position.
• Work Experience:
  
  Relevant experience of 5 years.
• Skills:
  
  Not applicable.
• Driver’s License:
  Not required.

• Advanced technical knowledge of application systems and analysis, as well as industry best practices.
• Understanding of best practices in Salesforce.
• Higher education experience, with strong preference given to candidates with experience in advancement/fundraising.
• Adaptability, analytical thinking, business technology strategy, collaboration, communication, complex systems, confidentiality,…