Director of End User Deskside Services (Hybrid) - WashU IT

Washington University in St Louis • Clayton, NC

1d • Hybrid

About The Position

This role leads Tier 2 Help Desk operations end-to-end: owning the team, budget, and SLA/incident performance; providing technical guidance; driving a customer-first culture; and partnering across campuses (Medical School, BJC, Danforth) on shared support solutions. It also sets escalation standards between Tier 1 and Tier 2, owns the critical relationships with our Tier 3 partners, pushes continuous improvement, and represents End User Services in strategic planning, consensus-building, and cross-IT initiatives. Every day, thousands of students, faculty, and staff across WashU rely on technology just working. When it doesn't, they call the Help Desk — and when the issue is too complex or too involved for Tier 1, it lands with your team. This is a role for someone who leads calmly through complexity, turns conflicting priorities into clear direction, and builds a team that people trust when things get hard. We're looking for a Director of End User Deskside Services to lead the technicians who solve the toughest desktop and client-support issues across the University — and to shape how that support evolves as WashU's technology footprint grows more complex.

Requirements

• Bachelor's degree
• No specific certification/professional license is required for this position.
• No specific work experience is required for this position.
• Not Applicable
• A driver's license is not required for this position.

Nice To Haves

• Information Technology (10 Years)
• Business Analysis
• Clinical Applications Support
• Customer Service
• Higher Education Technology
• Information Technology Operations
• ITIL Service Delivery
• Leadership
• Learning Quickly
• Matrix Management
• Objective Setting
• Organizing
• Professional Etiquette
• Project Management
• Service Design
• Service Metrics
• ServiceNow Platform
• Strengthening Customer Relationships
• Teamwork
• Technology Adaptation
• Time Management
• Working Independently
• Written Communication

Responsibilities

• Lead the Tier 2 Deskside team within End User Services, setting the tone, standards, and accountability for how the team shows up for clients every day.
• Build and own the annual operating plan and budget for Tier 2 operations, managing vendors and external service providers within your span of control.
• Keep incident management and support delivery aligned to SLAs, project timelines, and the broader IT strategy of Washington University IT — even when priorities shift midstream.
• Bring technical judgment to the table, advising on capabilities and solutions so clients get support that's both fast and right.
• Champion a customer-first culture, holding the team to a standard that meets or beats service-level agreements and adheres to departmental and university service standards.
• Partner across the Medical School, BJC, and Danforth Campus to build shared, enterprise-wide support solutions rather than siloed fixes.
• Set the standards for how new technical capabilities and strategic initiatives get routed — deciding what stays at Tier 1 and what escalates to Tier 2, and making that logic legible across IT and the business.
• Lead strategic planning for IT operational optimization and continuous improvement, driving Tier 2 workflow gains (and Tier 3 project involvement for Tier 2 staff) toward faster, cleaner issue resolution.
• Partner with the Executive Director of End User Services to translate business-unit needs into strategic plans.
• Build and maintain dashboards that give both service delivery teams and end users clear visibility into SLA adherence, enhancing tools and metrics as needs evolve.
• Cultivate customer relationships to ensure those dashboards and metrics actually reflect what clients need to see.
• Build consensus — across individuals, teams, and units — around best practices for desktop support.
• Represent End User Services on work groups and committees, and help build buy-in for campus-wide IT initiatives that touch Tier 2 or project work.
• Perform 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.
• 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.
• Tuition coverage for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.
• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
• Defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

What This Job Offers

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