Senior Director IT End User Services - WUIT
Senior Director IT End User Services - WUIT
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Job Description
Scheduled Hours
40Position Summary
Reporting to the Executive Director for EndUser Services the Senior Director for IT EndUser Services WUSM & Clinical is responsible for overseeing and advancing the delivery of comprehensive IT support services within the Washington University School of Medicine (WUSM) and its clinical operations. This role ensures a seamless efficient and userfriendly experience for all faculty staff and students aligning with the WashU IT strategy vision and values and driving a customercentric approach for exceptional service delivery and customer experience.The Senior Director will manage essential IT functions including Deskside Support and Clinical Operation Support for WUSM. These functions encompass hardware/software troubleshooting proactive IT support for clinical locations largescale hardware refreshes new clinic/lab setups and the configuration and deployment of new workstations and specialized computer hardware among others.
Additionally this role oversees EUS projects ensuring timely delivery scope adherence and budget compliance. Define scopes engage stakeholders develop plans manage changes and measure performance to enhance IT EndUser Services efficiency service delivery and the customer experience university wide.
The Senior Director will ensure that ITIL practices and processes are consistently applied across all WashU IT functions and services. By leveraging programs and metrics this role will equip managers and directors with the necessary tools to understand adopt and be accountable for the customer experience strategy. The ultimate goal is to deliver IT services and support that are transparent accessible and seamless making customers feel confident valued and uniquely understood.
Job Description
Primary Duties & Responsibilities:
Leadership and Strategy
- Leads the advancement of IT support services ensuring a superior experience for all faculty staff and students at Washington University in St. Louis.
- Partners with the other Senior Director who also oversees IT End User Support to create and implement a unified EndUser Services Strategy. Aligns strategic goals operational practices project planning and service improvements to benefit WashU IT teams customers and partners and supports EUS and WashU ITs overall vision mission and goals. This strategy will strive for uniformity wherever possible while accommodating the unique needs of different university missions and business requirements through differentiated service where necessary.
- Oversees and guides one or more of the following: WUSM Deskside Support Clinical Operation Support Projects and Installation teams WashU IT Depot Deskside Support Service Desk Access Management and Systems Support and Quality Assurance teams to ensure highquality and efficient support services for all university community member groups.
- Fosters a culture of collaboration and continuous improvement within EndUser Services teams engaging with stakeholders partners and vendors to support strategic initiatives and operational needs.
- Establishes and monitors key performance indicators (KPIs) and service level agreements (SLAs) integrating quality assurance practices to drive service improvement and provide regular reports to leadership.
- Ensures effective project planning and . Oversees the planning and of projects within your responsibility ensuring timely delivery within scope and alignment with strategic objectives.
- Develops and maintains a strong operational cadence with the Executive Director of EndUser Services the Senior Director for IT EndUser Services WUSM & Clinical and Senior IT leadership establishing strategic priorities for improving the customer experience and operational excellence.
- Participates in the Continual Service Improvement process and Governance committees assessing services and processes for enhancement opportunities.
- Tracks the performance of ongoing projects and initiatives providing regular updates and reports to leadership to ensure transparency and accountability in project . May oversee the EUS project management team overseeing the planning and completion of projects to ensure they are delivered on time within scope and budget. This includes defining project scopes involving stakeholders developing project plans managing changes and measuring performance. Ensure the successful implementation of projects that enhance IT EndUser Services overall efficiency and effectiveness universitywide.
- Within scope of responsibility oversees staff recruitment hiring and training within the EndUser Services teams fostering a culture of continuous development and professional growth.
- Conducts regular performance management activities including annual performance reviews to ensure staff meet their goals and contribute effectively to the team.
- Develops and implements strategies to retain top talent and maintain high levels of staff engagement creating a supportive and motivating work environment.
- Manages budgets to optimize resource use ensures financial stewardship aligns with WashU ITs strategic objectives and monitors expenditures to remain within allocated limits.
- Provides strong leadership to inspire and guide teams to work collaboratively towards shared objectives even without formal authority.
- Coordinates the use of external resources such as consultants and contractors ensuring effective management and integration into the overall strategy.
- Monitors and evaluates team performance setting clear expectations and providing regular feedback and support for continuous improvement.
Other Functions
- Assists the Executive Director for EndUser Services with developing strategic plans and goals to drive WashU ITs mission.
- Performs other duties as assigned to contribute to the overall effectiveness and success of the EndUser Services teams and the broader WashU IT organization.
Working Conditions:
Job Location/Working Conditions
- Normal office environment
Physical Effort
- Typically working at desk or table
- Repetitive wrist hand or finger movement (PC Typing)
- Ability to move to on and off campus location
Equipment
- Office equipment
Required Qualifications
Education:
Bachelors degree or combination of education and/or experience may substitute for minimum education.
Certifications:
Work Experience:
Skills:
Drivers License:
More About This Job
WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles.Preferred Qualifications
Education:
Masters degree
Certifications:
Work Experience:
Skills:
Analytical Thinking Capacity for Innovation Collaborative Partnerships Computer Science Influencing Change Information Management Negotiation Problem Solving Quality Assurance (QA) Strategic Prioritization Strategic Thinking Workload PrioritizationGrade
G18Salary Range
Base pay is commensurate with experience.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 ones 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
If you are unable to use our online application system and would like an accommodation please emailor call the dedicated accommodation inquiry number atand leave a voicemail with the nature of your request.
All qualified individuals must be able to perform the essential functions of the position satisfactorily and if requested reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job absent undue hardship.PreEmployment Screening
All external candidates receiving an offer for employment will be required to submit to preemployment screening for this position. The screenings will include criminal background check and as applicable for the position other background checks drug screen an 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.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 UPass 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 Weve got you covered.
WashU covers the cost of tuition for you and your family including dependent undergraduatelevel college tuition up to 100 at WashU and 40 elsewhere after seven years with us.
Required Experience:
Exec
Employment Type
Full-Time
