Manager Technical Services - WUIT

Scheduled Hours

40

Position Summary

As the manager of the WashU IT deskside support team on the Danforth Campus, this role will implement efficient troubleshooting protocols, and provide hands-on guidance to deskside support technicians. The ideal candidate will develop training programs, collaborate with university stakeholders to address IT support needs, and drive continuous improvement by monitoring and actioning on key performance indicators. Strong leadership, communication, and problem-solving skills are essential. This position is an onsite, in-person role with very limited opportunity to work remote.

Job Description

Primary Duties & Responsibilities

Manage Daily Support Operations

• Develops and establishes processes used in conducting Service Desk and Field Operations.
• Establishes, monitors, and analyzes metrics used to measure support effectiveness and efficiency; recommends adjustments based on analysis. ITIL – Monitor KPIs (Key Performance Indicators) to ensure CSFs (Critical Success Factors) are being met. Audits KEDB and CMDBs and proposes procedural changes if standards are not met.
• Establishes and coordinates deployment of tools used in conjunction with Service Desk activities.
• Coordinates communications within WUIT and to customers through written communications, notifications, and through staff and customer meetings.
• Develops documentation related to best practices for desktop technology.
• Works with customers to determine desktop support needs.
• Escalates customer needs which can’t be met by Service Desk staff.
• Develops staff technical and professional training paths to ensure staff maintain current skills.
• Manages 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.

Performs other duties as assigned.

Preferred Qualifications

• Master’s degree in a computer-related discipline or equivalent experience.
• Five years of management experience in a higher education or enterprise environment.
• Excellent oral and written communications.
• Experience in conflict resolution.
• Technical expertise to include Windows, Mac, desktop and server activities. Experience as a support specialist and/or systems administrator.
• Must possess strong technical background and aptitude to allow understanding, coordination, execution and documentation of technology solutions.

Required Qualifications

Bachelor’s degree in Information Technology and at least three years of supervisory or management experience in an enterprise or higher education environment or equivalent combination of education and experience.

Grade

G15

Salary Range

$82,500.00 - $145,200.00 / 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.

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 email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment 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 u