Service Experience Manager

St. Edward's University
Austin, TX, USA

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Administrative Jobs
Technology, IT Support & Training
Employment Type
Full Time
Institution Type
Four-Year Institution

Job Details

  • TECH - Information Technology
  • Austin, TX, USA
  • Full Time
  • Email Me This Job

    Service Experience Manager

    St. Edward's University is seeking a Service Experience Manager to join the Information Technology team. The Service Experience Manager plays a key role in helping the department achieve its objectives in support of the university's mission. The SEM oversees the OIT support team and provides service leadership to a diverse university community. This role is both strategic and operational with a focus on proactively addressing client service issues. The role is responsible for engineering, managing, supporting, and delivering improvements for end-user solutions. Additionally, this role provides mentorship training to team members and evaluates new processes and systems in order to best support the university community. The ideal candidate will exhibit a steadfast interest in user experience and customer service with a focus on process improvement.


    The Service Experience Manager will provide:

    • Service Staff Leadership
      • Manages customer service operations to provide a consistent and effective support experience. Support Experience entails case submission, level 1 & 2 support until case resolution.
      • Ability to align and train teams around organizing, prioritizing, and designing customer service infrastructure and procedures including ticket triaging workflows, knowledge base article taxonomies, ... with an eye toward increasing efficiency and self-service
      • Oversee the use of case-management software to ensure high-quality customer service.
        • Including training and monitoring of users from other departments.
      • Provide coaching, guidance, and training opportunities for team members.
    • Process Improvement Leadership
      • Ability to ascertain information about current organizational processes and how to go about organizing and improving IT Service Management practices based on data and feedback.
      • Assist in capacity planning, performance monitoring and maintenance to ensure optimal availability and reliability of our services.
      • Must be an effective communicator and facilitator of information to peers, management, leadership and executives.
      • Ability to effectively document business cases, solution strategies, status tracking, processes, procedures, and knowledge articles associated with implementing service catalog and service request processes.
      • Collaborate with team members to evaluate and support new technologies to improve operational efficiency, aligning information technology offerings and university strategic goals.
    • Project/Product Leadership
      • Use independent decision-making skills and project management expertise to manage technical projects from initiation to completion.
      • Manage the relationship with key vendors, namely our external client-service provider.
      • Participate in and contribute to cross-departmental (matrix) teams, both as a technical expert and a support consultant.

    Minimum Qualifications:

    • 2 yrs management/supervisory experience
    • Previous experience providing customer-focused, high-quality support in an academic setting using strong interpersonal and customer service skills.
    • Professional experience with project and service management
    • Undergraduate degree with a minimum of five years of experience supporting modern computing systems in a professional environment.
    • Understanding of modern desktop management concepts and techniques for managing traditional Windows desktops and Macs.
    • Demonstrated ability to foster effective relationships with colleagues and customers.
    • Competence with effective communication, organization, and documentation skills.
    • Ability to set priorities, solve problems and deliver business value for users.
    • Demonstrated experience working with a team to scope and complete IT projects.
    • Ability to comply with workplace guidelines and attendance requirements
    • Successful candidate must complete an employment and/or criminal background check.

    Preferred Qualifications:

    • 5+ yrs management/supervisory experience
    • Experience managing a Service Lifecycle Management Process
    • Experience managing a Case Management Lifecycle System
    • Experience in higher education
    • Professional experience using group policies in an Active Directory environment and/or Jamf, and related administration tools.
    • Strong understanding of the Information Technology Infrastructure Library (ITIL) principles, practices, and processes in providing and managing the delivery of a large scale, Enterprise-wide service
    • Considerable experience in IT customer service and/or help desk environment with all levels of computer users.

    For detailed information, please scroll to the bottom of the page to download the job description.

    The University offers an excellent TOTAL REWARDS package!

    Medical & Rx Coverage UMR (HSA & FSA Available)

    Dental Sunlife Dental

    Vision Guardian/Davis Vision Plan

    Short Term Disability (STD) Insurance

    Long Term Disability (LTD) Insurance

    Life & Accidental Death & Dismemberment (AD&D) Insurance

    Employee Assistance Program (EAP)

    Pet Insurance

    Annual Leave & Paid Sick Leave

    Retirement Plan (TIAA) Employee 5%/Employer Match 7%

    Tuition Benefits

    Paid Holidays

    Services & Discounts


    Interested applicants should submit an online application at; Please include resume, cover letter, and three employment references. No Calls Please. Applications will not be considered if it is missing any of these three items.

    In your cover letter, please describe your lived experiences that prepare you to contribute to diversity and inclusion at St. Edward's University?


    St. Edward's University, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.


    Founded in 1885 by the Congregation of Holy Cross, St. Edward's University is a private, Catholic liberal arts institution of more than 4,600 diverse students located in Austin, Texas. St. Edward's emphasizes critical thinking and ethical practices, as well as small classes, personalized learning and exciting internship opportunities. The community atmosphere extends to the approximately 800 faculty and staff who work together to make the university a welcoming yet challenging environment for students. An overview of St. Edward's University employee benefits is available at;



    We are not offering sponsorship at this time.


    Background Checks:

    A criminal history background check is required for finalist(s) under consideration for this position.

    Reference #: J2020149

    Posted: 10/7/2021

    Available: Immediately

    St Edwards University


    St. Edward’s University: One of America’s Best Colleges

    St. Edward’s is a dynamic, nationally ranked, Catholic university where teaching, learning, leadership and service come together to contribute to a better world. For more than a decade, we’ve been named one of “America’s Best Colleges” by U.S. News & World Report. Located in the thriving city of Austin, Texas, with partner universities in 16 countries, our impact extends across the globe.

    An Education for Today and a Lifetime

    St. Edward’s offers an extraordinary educational environment that challenges, inspires and empowers students to make a difference in their world. Our academic community is dedicated to providing undergraduate, graduate and adult-learner degree programs that meet the demands of our times, preparing students to lead and succeed in a rapidly changing world.

    Founded in 1885 by the Congregation of Holy Cross, our liberal arts education emphasizes critical thinking, ethical reasoning and multicultural understanding. Students enjoy the advantages of small classes and personal attention coupled with innovative facilities and advanced technology. And they benefit from valuable real-world experience through research, internships, service and study abroad. Through the abundant learning opportunities a St. Edward’s education provides, our students gain the knowledge and skills they need to pursue fulfilling careers and purposeful lives.

    Quick Facts About St. Edward’s

    • 13:1 Student-faculty Ratio
    • 18 Average class size
    • 50+ Undergraduate areas of study
    • 7 Graduate degree programs
    • 10 Adult undergraduate programs
    • 4,620 Students enrolled
    • 4,023 Undergraduate students
    • 54 Countries represented

    See more facts and figures.     

    Our Achievements Draw National Recognition

    A commitment to students, faculty and a stellar academic environment that’s second to none has placed St. Edward’s in the national spotlight

    • Since 2003, St. Edward’s has consistently been recognized in the top 25 of U.S. News & World Report’s annual ranking of “America’s Best Colleges.” Currently, we’re 13th among universities in the Western Region.
    • Forbes, Princeton Review and Washington Monthly include St. Edward’s on their lists of the best universities in the country.

    • We’ve recently been ranked one of the top 10 “Best Colleges in Texas” by two highly respected college assessment groups: College Factual (2015) and Niche (2016). 

    • St. Edward’s has been named the nation’s top producer of U.S. Fulbright Students among master’s-granting institutions in 2015–2016. For the last six years, St. Edward’s has been recognized as a top producer of Fulbright Students, with a record 13 finalists and 10 winners in 2015. Since 2004, our students have won 37 Fulbright grants.

    Strategic Planning Guides Our Success

    From 1999 to 2015, St. Edward’s increased overall enrollment by 25%. And our donors contributed more than $152 million during that time. This record generosity helped grow our endowment to more than $95 million and provided important funding for new buildings and capital improvements. See how we’re continuing the momentum of that success in the years ahead. Read about our strategic priorities for 2018.

    Learn more about St. Edward’s.

    We welcome your application. Apply now!

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