Director, End User Deskside Services & IT Support

Washington University; Clayton (CA); On-site; USD 140,000 - 190,000; Full time

Job summary

Washington University seeks a Director of End User Deskside Services to lead Tier 2 operations across campus IT support, setting priorities, standards, and performance metrics. The role manages budgets, vendors, and escalations, ensuring fast, right, and customer-focused desktop support.

You will partner with Medical School, BJC, and Danforth Campus to design enterprise-wide solutions, drive continuous improvement, and translate business needs into IT strategy and service delivery improvements.

Qualifications

• Bachelor's degree required.
• Experience in information technology environments preferred.
• Strong customer-service orientation and analytics skills.

Responsibilities

• Lead Tier 2 Deskside team and set standards for client support.
• Own annual operating plan and budget for Tier 2 operations.
• Maintain SLAs and alignment with IT strategy and timelines.
• Build dashboards to show SLA adherence and service metrics.
• Collaborate with campus partners to develop enterprise-wide support solutions.

Skills

Business Analysis

Clinical Applications Support

Customer Service

Higher Education

Education

Bachelor's degree

Job description

Washington University seeks a Director of End User Deskside Services to lead Tier 2 operations across campus IT support, setting priorities, standards, and performance metrics. The role manages budgets, vendors, and escalations, ensuring fast, right, and customer-focused desktop support.

You will partner with Medical School, BJC, and Danforth Campus to design enterprise-wide solutions, drive continuous improvement, and translate business needs into IT strategy and service delivery improvements.