Scheduled Hours

40

Position Summary

Washington University in St. Louis seeks an innovative and student-focused professional to serve as the Manager of Student In-Person Support, leading efforts to provide exceptional IT support for students across the entire university. This role is integral to delivering high-quality, accessible, and responsive technology services that enhance the student experience in a diverse and dynamic academic environment.

The Manager of Student In-Person Support will collaborate as part of a broader team that oversees IT support operations for the university. While their peer manager focuses on faculty and staff support, this role is dedicated to the unique needs of students. The Manager will lead a team of supervisory staff, student workers, and support professionals to ensure that students receive timely, effective, and personalized technology assistance.

This is an exciting opportunity to shape the student IT support experience at Washington University, empowering students to succeed in their academic and personal pursuits with the help of robust and responsive technology services.

Job Description

Primary Duties & Responsibilities:

Manage Daily Support Operations

• Develop and establish processes used in conducting Service Desk and Field 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 deployment of tools used in conjunction with Service Desk activities.

• Coordinate communications within WUIT and to customers through written communications, notifications, and through staff and customer meetings.

• Develop documentation related to best practices for desktop technology.

• Work with customers to determine desktop support needs.

• Escalate customer needs which can’t be met by Service Desk staff.

• Develop staff technical and professional training paths to ensure staff maintain current skills.

• Manage Service Desk Operations Supervisors and technicians.

Plan Desktop Solutions

• Work with functional area resources and other WUIT 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 escalation point for Service Desk staff.

• Gather the information needed to fully understand the issue.

• Develop recommendations for 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.

Required Qualifications

Education:

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

Certifications:

No specific certification 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.

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:

Master's degree

Certifications:

No additional certification beyond what is stated in the Required Qualifications section.

Work Experience:

No additional work experience beyond what is stated in the Required Qualifications section.

Skills: