Scheduled Hours

40

Position Summary

Reporting to the Executive Director for End-User Services, the Senior Director for IT End-User 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 user-friendly experience for all faculty, staff, and students, aligning with the WashU IT strategy, vision, and values and driving a customer-centric 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, large-scale 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 End-User 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 End-User 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 IT's 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 high-quality and efficient support services for all university community member groups.
• Fosters a culture of collaboration and continuous improvement within End-User 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.

Planning and Project Execution

• Ensures effective project planning and execution. Oversees the planning and execution 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 End-User Services, the Senior Director for IT End-User 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 execution. May oversee the EUS project management team, overseeing the planning, execution, 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 End-User Services' overall efficiency and effectiveness university-wide.

Management

• Within scope of responsibility, oversees staff recruitment, hiring, and training wit