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.