Director Enterprise Support and Fulfillment - WashU IT - End User Services

Requirements

• Develop and implement operational framework, tools and processes to ensure responsiveness to our customers.
• Analyze timeliness of resolution, incident recurrence and follow-up for service issues which enable service improvements.
• Partner with the Service Management Office, work with EUS teams to establish standard operating procedures, policies, and SLAs (service level agreements) that comply with departmental and university standards.
• Provide visibility for EUS leadership and users into quality of our services.
• Perform process maturity assessments regularly to gauge success of service management team.
• Partner with the EUS Quality and Training team to recommend and develop training, templates and SLA/SOPs which will ensure consistency and continuity for service operations.
• Provide feedback internally for service enhancements and improvement of training programs.
• Participate in strategic planning for End User Services.
• Ensure adherence of services to departmental and university service standards.
• Act as a source of direction, training, and guidance for less experienced staff.
• Provide formal and informal feedback.
• Provide input for professional development.
• Mentor and coach professional staff within EUS on processes and best practices within the ITIL framework.
• Perform other duties as assigned.

Benefits

• Up to 22 days of vacation
• 10 recognized holidays
• Sick time
• Competitive health insurance packages
• Free Metro transit U-Pass
• Defined contribution (403(b)) Retirement Savings Plan
• Wellness challenges
• Annual health screenings
• Mental health resources
• Mindfulness programs and courses
• Employee assistance program (EAP)
• Financial resources
• Access to dietitians
• Four weeks of caregiver leave
• Family care resources
• Tuition coverage for you and your family