Senior Director IT, End User Services - WUIT
Apply NowCompany: Washington University
Location: Saint Louis, MO 63129
Description:
Scheduled Hours
40
Position Summary
The Senior Director for IT End-User Services is responsible for overseeing and advancing the delivery of comprehensive IT support services to ensure a seamless, efficient, and user-friendly experience for WashU Medicine and it clinical operations and all faculty, staff, and students at WashU. This role aligns with the WashU IT strategy, vision, and values, driving a customer-centric approach to ensure exceptional service delivery and customer experience.
The Senior Director will manage a variety of essential IT functions which may include: Deskside Support and Clinical Operation Support for WUSM, the WashU IT Depot, which oversees the entire IT hardware lifecycle from procurement to disposal, ensuring efficient hardware fulfillment and standardization, he Danforth and Central Fiscal Unit (CFU) Deskside Support team provides advanced technical support for faculty, staff, and students, handling tasks such as virus removal, OS troubleshooting, data backup, hardware repairs, and software installation among others, and may encompass hardware/software trouble shooting, proactive IT support for clinical locations, large-scale hardware refreshes, new clinic/lab set ups and configuration and deployment of new workstations and specialized computer hardware.
Additionally, the Senior Director may oversee the WashU IT Service Desk, which serves as the first level of IT support, managing incident resolution and request fulfillment with a strong focus on customer service and IT expertise. The Access Management team, responsible for new hire provisioning, user permissions, and Office 365 support, also falls under this role's supervision. Finally, the Systems Support team provides tier 1 support for HR and Financial services through Workday, along with support for other university systems. 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
Planning and Project Execution
Management
Other Functions
Working Conditions:
Job Location/Working Conditions
Physical Effort
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:
Information Technology (10 Years)
Skills:
IT Service Desk, Large Team Management, Service Desk Management
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:
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
Grade
G18
Salary Range
Base pay is commensurate with experience.
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.
All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.
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 upon successful completion of required screening.
Benefits Statement
Personal
Wellness
Family
For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/
EEO/AA Statement
Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University's policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.
Diversity Statement
Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment - fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.
40
Position Summary
The Senior Director for IT End-User Services is responsible for overseeing and advancing the delivery of comprehensive IT support services to ensure a seamless, efficient, and user-friendly experience for WashU Medicine and it clinical operations and all faculty, staff, and students at WashU. This role aligns with the WashU IT strategy, vision, and values, driving a customer-centric approach to ensure exceptional service delivery and customer experience.
The Senior Director will manage a variety of essential IT functions which may include: Deskside Support and Clinical Operation Support for WUSM, the WashU IT Depot, which oversees the entire IT hardware lifecycle from procurement to disposal, ensuring efficient hardware fulfillment and standardization, he Danforth and Central Fiscal Unit (CFU) Deskside Support team provides advanced technical support for faculty, staff, and students, handling tasks such as virus removal, OS troubleshooting, data backup, hardware repairs, and software installation among others, and may encompass hardware/software trouble shooting, proactive IT support for clinical locations, large-scale hardware refreshes, new clinic/lab set ups and configuration and deployment of new workstations and specialized computer hardware.
Additionally, the Senior Director may oversee the WashU IT Service Desk, which serves as the first level of IT support, managing incident resolution and request fulfillment with a strong focus on customer service and IT expertise. The Access Management team, responsible for new hire provisioning, user permissions, and Office 365 support, also falls under this role's supervision. Finally, the Systems Support team provides tier 1 support for HR and Financial services through Workday, along with support for other university systems. 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 within the End-User Services teams, fostering a culture of continuous development and professional growth.
- 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.
Other Functions
- Assists the Executive Director for End-User Services with developing strategic plans and goals to drive WashU IT's mission.
- Performs other duties as assigned to contribute to the overall effectiveness and success of the End-User Services teams and the broader WashU IT organization.
Working Conditions:
Job Location/Working Conditions
- Normal office environment
Physical Effort
- Typically working at desk or table
- Repetitive wrist, hand or finger movement (PC Typing)
- Ability to move to on and off campus location
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:
Information Technology (10 Years)
Skills:
IT Service Desk, Large Team Management, Service Desk Management
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:
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
Grade
G18
Salary Range
Base pay is commensurate with experience.
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.
All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.
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 upon successful completion of required screening.
Benefits Statement
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 (EAP), financial resources, access to dietitians, and more!
Family
- We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We've got you covered.
- WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.
For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/
EEO/AA Statement
Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University's policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.
Diversity Statement
Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment - fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.