EUS Manager Technical Services; Hybrid - WashU IT Security & Access

Job Title

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 & Responsibilities:

Manage Daily Support Operations

• Develop and establish processes used in conducting EUS Security 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 the deployment of security tools used in conjunction with EUS activities.
• Coordinate communications within WashU IT and with customers through written communications and notifications through staff and customer meetings.
• Develop documentation related to best practices for security & access technology, while driving continuous improvement.
• Work with customers to determine security needs.
• Escalate customer security or access needs that can't be met by EUS staff
• Manage EUS Security & Access Management Technicians
• Develop staff technical and professional training paths to ensure staff maintain current skills.
• Manage EUS audits and compliance activities.

Plan EUS Security Solutions

• Work with functional area resources and other WashU IT 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 an escalation point for EUS Security and Access.
• Conduct comprehensive information gathering to fully understand the business issue, while operating within established Security and Access protocols, ensuring EUS is aligned with CISO, HR, Compliance, General Counsel and the HIPAA Office.
• Develop recommendations for a course of action to remediate escalated issues and problems.

Perform other duties as assigned.

Working Conditions:

Job Location/Working Conditions

• Normal office environment

Physical Effort

• Typically sitting at a desk or table

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.

Education:

Bachelor's degree or combination of education and/or experience may substitute for minimum education.

Certifications /Professional Licenses :

No specific certification/professional license is required for this position.

Work Experience:

Supervisory Or Management In An Enterprise Or Higher Education Environment (3 Years)

Skills:

Not Applicable

Driver's License:

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

This role oversees EUS access management operations and security services. The manager serves as a liaison between EUS and Information Security, Identity and Access Management (IAM), Human Resources, General Counsel, Compliance, and the HIPAA Office to ensure security processes are consistent, compliant, and aligned with institutional policies.

Education:

Bachelor's degree or combination of education and/or experience may substitute for minimum education.

Certifications /Professional Licenses :

No additional certification/professional licenses unless stated elsewhere in the job posting.

Work Experience:

No additional work experience unless stated elsewhere in the job posting.

Skills:

Conflict Resolution, IT System Administration, Oral Communications, Technical Writing, Windows Applications, Written Communication

G15

$84,200.00 - $ / 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.

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…