Administrative/Support, Information Technology, Staff/Administrative
Washington University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, genetic information, disability, or protected veteran status.
This position is full-time and works approximately 40 hours per week.
Department Name/Job Location:
This position is in the Department of Washington University Information Technology.� This position is for the Danforth Campus.
Manage support operations and project implementations. Works independently and as a team to lead operations functions including: staff supervision and development, functional area management, client relationship management, project coordination and implementation, managing key performance indicators (KPIs), transition to operations, issue analysis and resolution.
PRIMARY DUTIES AND RESPONSIBILITIES:
Manage daily support operations
Develop and establish processes used in conducting Production and Operations.
Establish, monitor, and analyze metrics used to measure support effectiveness and efficiency; recommend adjustments based on analysis. ITIL – Monitor KPIs (Key Performance Indicators) to ensure CSFs (Critical Success Factors) are being met.� Audit KEDB and CMDBs and propose procedural changes if standards are not met.
Establish and coordinate deployment of tools used in conjunction with Production activities.
Coordinate communications within WUIT and to customers through written communications, notifications, and through staff and customer meetings.
Develop documentation related to best practices.
Escalate customer needs which can’t be met by Production and Operations staff.
Develop staff technical and professional training paths to ensure staff maintain current skills.
Manage Service Production and Operations Staff.
Plan software solutions
Investigate options for new or improved technology to address customer support and operational needs.
Establish and coordinate deployment, implementation, and migration plans.
Evaluate and escalate issues and problems
Act as escalation point for Production and Operations staff
Gather the information needed to fully understand the issue
Develop recommendations for course of action to remediate escalated issues and problems.
Perform other duties as assigned
Bachelor’s degree in Information Technology and at least 3 years of supervisory or management experience in an enterprise or higher education environment or equivalent combination of education and experience.
Master’s degree in a computer-related discipline or equivalent experience.
Five years of management experience in a higher education or enterprise environment.
Team Skills: Supports teammates at all times and in any way necessary to maintain a productive, energetic, efficient and dynamic WashU IT team. Communicates effectively and frequently both verbally and in writing with other members of the team. Collaborates with other teammates to provide assistance, and expertise, as well as to receive expert input and assistance from others delivering the best solution and experience for the customer.
Customer Service: Must possess an aptitude for patience, professionalism, tactfulness and empathy. Must be enthusiastic and committed to helping others and exhibit the ability to quickly assess the specific needs of the customer to determine an appropriate course of action. Must be able to quickly defuse stressful or anxious situations.
Excellent oral and written communications.
Experience in conflict resolution.
Technical expertise to include Windows, Mac, desktop and server activities. Experience as a support specialist and/or application developer.
Must possess strong technical background and aptitude to allow understanding, coordination, execution and documentation of technology solutions.
The hiring range for this position is $77,314 - $102,440 annually.
Offers made for this position are contingent upon the successful completion of all required pre-employment screens, including a criminal background check, hair sample drug screen, and verification of required professional licenses, registrations, or certifications.
-Retirement Savings Plan -22 vacation days -8 Paid Holidays -Sick Time -Tuition benefits for employee, spouse and dependent children -Free Metro Link/ Bus pass -Free Life Insurance -Health, Dental, Vision -Health Savings Accounts (HSA) -Long Term Disability Insurance -Flex Spending Plan -Other Benefits
Human Resources website (hr.wustl.edu)
Applicant Special Instructions:
Ability to travel between University campus locations.
Internal Applicant Instruction:
Please attach a copy of your most current signed performance evaluation (completed within the last 18 months) to your online account. If you have not received a performance evaluation, you may provide two current signed letters of recommendation (written within the last 18 months), preferably to include one letter from either a current or recent former supervisor. To attach these documents, go to: My Career Tools, Add Attachment, Attachment Type – Performance Reviews or Letters of Recommendation.
Washington University in St. Louis, a medium-sized, independent university, is dedicated to challenging its faculty and students alike to seek new knowledge and greater understanding of an ever-changing, multicultural world. The University offers more than 90 programs and almost 1,500 courses leading to bachelor's, master's and doctoral degrees in a broad spectrum of traditional and interdisciplinary fields, with additional opportunities for minor concentrations and individualized programs. The faculty is composed of scholars, scientists, artists and members of the learned professions. They serve society by teaching; by adding to the store of human art, creativity, understanding, and wisdom; and by providing direct services, such as health care.