Manager, End User Support

Location: St. Louis

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.

PRIMARY JOB 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…