Deskside Team Lead - WashU IT

Washington University in St. Louis • Clayton, MO

2d • $27 - $44 • Onsite

About The Position

Ensure a positive experience between deskside support and customers by overseeing daily operations and activities of deskside technical staff. Serves as a liaison between customers and departmental support staff. Decrease response time by serving as the primary contact point for incident escalations requiring deskside resources.

Requirements

• Bachelor’s degree or combination of education and/or experience may substitute for minimum education.
• Supervisory (5 Years)
• A driver's license is not required for this position.

Nice To Haves

• Management/Supervisory (7 Years)
• Communication
• Conflict Resolution
• Customer Needs Assessments
• Customer Satisfaction
• Customer Service
• Desktop Computers
• Oral Communications
• Server Technologies
• Situation Management
• Team Play
• Team Support
• Technical Knowledge
• Windows Applications
• Work Collaboratively
• Written Communication

Responsibilities

• Enhances customer service by managing resources and ticket escalations in response to departmental needs.
• Analyzes and assigns tickets and manages work flows to maintain service levels and meet customer expectations.
• Manages accountability and follow-up for tasks and escalations that cross Departments.
• Contacts point for warm hand-off to support the Incident Management Process Guide.
• Communicates with customer in response to incoming tickets.
• Enhances customer service by performing preliminary analysis to determine whether to administer remote assistance or assign ticket to a deskside technician for on-site resolution.
• Reduces customer wait time by assessing technician availability for ticket escalation/assignment.
• Manages communications to technical staff, departments, vendors and customers as needed; includes addressing and responding to customer complaints and requests in a professional manner.
• Liaison with customer for project and inventory assessments and solutions.
• Onboards new technicians and contractors, including verifying all access and scheduling of training, as well as pairing with appropriate technicians.
• Provides schedule maintenance, prepares and monitors technician schedules relating to medical student exams and labs; coordinates with project managers for scheduling of technicians as resources for EUS projects.
• Provides hands-on support to assist deskside technicians, as needed.
• Performs other duties as assigned.

Benefits

• Up to 22 days of vacation, 10 recognized holidays, and sick time.
• Competitive health insurance packages with priority appointments and lower copays/coinsurance.
• Free Metro transit U-Pass for eligible employees.
• Defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.
• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
• 4 weeks of caregiver leave to bond with your new child.
• Family care resources are also available for your continued childcare needs.
• Adult care resources.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level