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. The position is located at 4480 Clayton. This position is for the Medical School Campus.
Manage support operations, project implementation, and Supervisory Staff positions. Works independently and as a team to lead operations functions to include: staff supervision (team leads, supervisors and managers), functional area management, client relationship management, project coordination and implementation, issue analysis and resolution.
PRIMARY DUTIES AND RESPONSIBILITIES:
Manage daily support operations:
Develop and establish processes used in conducting Service Desk and Field 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 Service Desk activities.
Coordinate communications within WUIT and to customers through written communications, notifications, and through staff and customer meetings.
Develop documentation related to best practices for desktop technology.
Work with customers to determine desktop support needs.
Escalate customer needs which can’t be met by Service Desk staff.
Develop staff technical and professional training paths to ensure staff maintain current skills.
Manage Service Desk Operations Supervisors and technicians.
Plan desktop solutions:
Work with functional area resources and other WUIT units to translate business requirements into technical specifications.
Investigate options for new or improved technology to address customer business needs.
Establish and coordinate deployment, implementation, and migration plans.
Evaluate and escalate issues and problems:
Act as escalation point for Service Desk 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.
Missouri Class E driver’s license will be required within 1 month of start date for anyone driving University-owned vehicles more than once per week.
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 systems administrator.
Must possess strong technical background and aptitude to allow understanding, coordination, execution and documentation of technology solutions.
The hiring range for this position is $78,874 - $104,499 annually.
All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. Current employees applying for a new position within the university may be subject to this requirement. The screenings will include a criminal background check and, as applicable for the position, other background checks, drug screen, employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.
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.