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University at Buffalo

Director, IT Customer Experience

🇺🇸 Hybrid - Buffalo, NY 🕑 Full-Time 💰 TBD 💻 Information Technology 🗓️ March 10th, 2026
ITIL ITSM

Edtech.com's Summary

University at Buffalo is hiring a Director, IT Customer Experience. The role involves leading the university's IT customer experience by managing a multi-channel support ecosystem, fostering a culture of service excellence, and leveraging customer insights to drive continuous improvement. The director oversees IT end-user support services, manages budgets, and builds collaborative relationships across the academic community to align IT services with institutional priorities.

Highlights
  • Lead the University at Buffalo’s end-to-end IT customer experience across digital and in-person channels.
  • Manage and develop teams involved in help desk, field services, classroom support, and customer relationship management.
  • Use customer data, surveys, and market research to inform continuous improvement initiatives.
  • Design and monitor IT customer experience strategies, service models, and key performance metrics (KPIs).
  • Oversee budgets, vendor relationships, and technology investments related to customer experience.
  • Build strong relationships with faculty, staff, students, and senior administrators and serve on university-wide committees.
  • Stay current with emerging trends and best practices in IT customer experience and service management.
  • Requires a bachelor’s degree and at least 5 years of progressive experience in customer experience leadership roles within complex organizations.
  • Preferred qualifications include a master’s degree, experience in higher education IT leadership, familiarity with ITSM frameworks like ITIL, and 7+ years of experience.
  • Salary is commensurate with experience and this is a full-time position under UUP Professional classification.