"Director Enterprise Support and Fulfillment - WashU IT - End User Services"

Scheduled Hours

40

Position Summary

Position is responsible for overseeing and managing the end user technology support services related to fulfillment, virtual support, operational projects and quality analysis for both campuses at WashU. This role ensures alignment to University and WashU IT strategies while providing effective, efficient user support within agreed upon SLAs.

Job Description

Primary Duties & Responsibilities:

• Develop and implement operational framework, tools and processes to ensure responsiveness to our customers.
• Using dashboards and metrics, analyze timeliness of resolution, incident recurrence and follow-up for service issues which enable service improvements.
• Partnering with the Service Management Office, work with EUS teams to establish standard operating procedures, policies, and SLAs (service level agreements) that comply with departmental and university standards.
• Provide visibility for EUS leadership and users into quality of our services.
• Perform process maturity assessments regularly to gauge success of service management team.
• Partner with the EUS Quality and Training team to recommend and develop training, templates and SLA/SOPs which will ensure consistency and continuity for service operations.
• Provide feedback internally for service enhancements and improvement of training programs.
• Participate in strategic planning for End User Services.
• Ensure adherence of services to departmental and university service standards.
• Act as a source of direction, training, and guidance for less experienced staff.
• Provide formal and informal feedback.
• Provide input for professional development.
• Mentor and coach professional staff within EUS on processes and best practices within the ITIL framework.
• Perform other duties as assigned.

Working Conditions

Job Location/Working Conditions
Normal office environment.

Physical Effort
Typically sitting at desk or table.
Repetitive wrist, hand or finger movement.

Equipment
Office equipment.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:
Bachelor's degree

Certifications/Professional Licenses:
No specific certification/professional license is required for this position.

Work Experience:
No specific work experience is required for this position.

Skills:
Not Applicable

Driver's License:
A driver's license is not required for this position.

Preferred Qualifications

Education:
No additional education unless stated elsewhere in the job posting.

Certifications/Professional Licenses:
No additional certification/professional licenses unless stated elsewhere in the job posting.

Work Experience:
Information Technology (10 Years)

Skills:
Analytical Thinking, Capacity for Innovation, Collaborative Partnerships, Computer Science, Influencing Change, Information Management, Large Team Management, Negotiation, Problem Solving, Quality Assurance (QA), Workload Prioritization

Grade

G17

Salary Range

$110,300.00 - $194,200.00 / Annually
The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Benefits Statement

Personal
Up to 22 days of vacation, 10 recognized holidays, and sick time.
Competitive health insurance packages with priority appointments and lower copays/coinsurance.
Take advantage of our free Metro transit U-Pass for eligible employees.
WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness
Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family
We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.
WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/