Director Enterprise and Fulfillment - WashU IT - End User Services

Scheduled Hours

40

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 s role ensures alignment to University and WashU IT strategies while providing effective, efficient user support within agreed upon SLAs.

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.

Job Location/Working Conditions

• Normal office environment.

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

• 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.

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.

WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles.

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

G17

$ - $ / 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.

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

If you are unable to use our online application system and would like an accommodation, please email Candidate Questions or call the dedicated accommodation inquiry number at  and 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…