Location
SAINT LOUIS, MO 63110Scheduled Hours
40

Position Summary
This role leads Tier 2 Help Desk operations end-to-end: owning the team, budget, and SLA/incident performance; providing technical guidance; driving a customer-first culture; and partnering across campuses (Medical School, BJC, Danforth) on shared support solutions. It also sets escalation standards between Tier 1 and Tier 2, owns the critical relationships with our Tier 3 partners, pushes continuous improvement, and represents End User Services in strategic planning, consensus-building, and cross-IT initiatives.

Job Description

Primary Duties & Responsibilities:

• Lead the Tier 2 Deskside team within End User Services, setting the tone, standards, and accountability for how the team shows up for clients every day.
• Build and own the annual operating plan and budget for Tier 2 operations, managing vendors and external service providers within your span of control.
• Keep incident management and support delivery aligned to SLAs, project timelines, and the broader IT strategy of Washington University IT - even when priorities shift midstream.
• Bring technical judgment to the table, advising on capabilities and solutions so clients get support that's both fast and right.
• Champion a customer-first culture, holding the team to a standard that meets or beats service-level agreements and adheres to departmental and university service standards.
• Partner across the Medical School, BJC, and Danforth Campus to build shared, enterprise-wide support solutions rather than siloed fixes.
• Set the standards for how new technical capabilities and strategic initiatives get routed - deciding what stays at Tier 1 and what escalates to Tier 2, and making that logic legible across IT and the business.
• Lead strategic planning for IT operational optimization and continuous improvement, driving Tier 2 workflow gains (and Tier 3 project involvement for Tier 2 staff) toward faster, cleaner issue resolution.
• Partner with the Executive Director of End User Services to translate business-unit needs into strategic plans.
• Build and maintain dashboards that give both service delivery teams and end users clear visibility into SLA adherence, enhancing tools and metrics as needs evolve.
• Cultivate customer relationships to ensure those dashboards and metrics actually reflect what clients need to see.
• Build consensus - across individuals, teams, and units - around best practices for desktop support.
• Represent End User Services on work groups and committees, and help build buy-in for campus-wide IT initiatives that touch Tier 2 or project work.
• Perform other duties as assigned.

Working Conditions:

Job location

• Normal office environment.
• Ability to work extra hours and adjust schedule and recognize the need to do so.

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.

More About This Job

Every day, thousands of students, faculty, and staff across WashU rely on technology just working. When it doesn't, they call the Help Desk - and when the issue is too complex or too involved for Tier 1, it lands with your team. This is a role for someone who leads calmly through complexity, turns conflicting priorities into clear direction, and builds a team that people trust when things get hard.

We're looking for a Director of End User Deskside Services to lead the technicians who solve the toughest desktop and client-support issues across the University - and to shape how that support evolves as WashU's technology footprint grows more complex.

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:
Business Analysis, Clinical Applications Support, Customer Service, Higher Education Technology, Information Technology Operations, ITIL Service Delivery, Leadership, Learning Quickly, Matrix Management, Objective Setting, Organizing, Professional Etiquette, Project Management, Service Design, Service Metrics, ServiceNow Platform, Strengthening Customer Relationships, Teamwork, Technology Adaptation, Time Management, Working Independently, Written Communication

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.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

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