Senior Director IT – End User Services
| Company | Wash U |
|---|---|
| Location | St. Louis, MO, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s degree or combination of education and/or experience may substitute for minimum education.
- Information Technology (10 Years)
- IT Service Desk
- Large Team Management
- Service Desk Management
Responsibilities
- 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.
- 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.
- 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.
- Ensures effective project planning and execution.
- 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.
- 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.
- Within scope of responsibility, oversees staff recruitment, hiring, and training within the End-User Services teams.
- Conducts regular performance management activities, including annual performance reviews, to ensure staff meet their goals and contribute effectively to the team.
- Develops and implements strategies to retain top talent and maintain high levels of staff engagement, creating a supportive and motivating work environment.
- Manages budgets to optimize resource use, ensures financial stewardship, aligns with WashU IT’s strategic objectives, and monitors expenditures to remain within allocated limits.
- Provides strong leadership to inspire and guide teams to work collaboratively towards shared objectives, even without formal authority.
- Coordinates the use of external resources, such as consultants and contractors, ensuring effective management and integration into the overall strategy.
- Monitors and evaluates team performance, setting clear expectations and providing regular feedback and support for continuous improvement.
Preferred Qualifications
- Master’s degree
- Analytical Thinking
- Capacity for Innovation
- Collaborative Partnerships
- Computer Science
- Influencing Change
- Information Management
- Negotiation
- Problem Solving
- Quality Assurance (QA)
- Strategic Prioritization
- Strategic Thinking
- Workload Prioritization