Scheduled Hours

40

Position Summary

Reporting to the Executive Director for End-User Services, the Senior Director for IT End-User Services â“ 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

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:

Bachelorâ™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? Weâ™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 Universityâ™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 â“ fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.

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