Senior Director, End-User Deskside Services

Washington University in St. Louis

St. Louis (MO)

On-site

USD 90,000 - 120,000

Full time

2 days ago

Be an early applicant

Application generator

Get a reply from this employer — a resume and cover letter tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Washington University in St. Louis is seeking a Tier 2 Deskside Leader to own end-to-end Tier 2 operations, budgets, and SLA performance. The role drives a customer-first culture while partnering across campuses (Medical School, BJC, Danforth) on shared support solutions and cross-IT initiatives.

You will set escalation standards, guide Tier 2 staff and Tier 3 project involvement, and lead strategic IT operational optimization with dashboards for visibility across delivery teams and end users.

Qualifications

Experience leading Tier 2/IT operations and cross-campus partnerships.
Proven ability to manage budgets, SLAs, and incident response at scale.
Strong focus on customer-first culture and service quality.

Responsibilities

Lead the Tier 2 Deskside team and set standards for client delivery.
Build and own annual operating plan and budget for Tier 2 operations.
Ensure incident management aligns with SLAs, timelines, and IT strategy.
Advise on capabilities and solutions to deliver fast, correct support.
Champion a customer-first culture and measure against service standards.
Partner with Medical School, BJC, and Danforth to build enterprise-wide solutions.
Define escalation rules and ensure clear, actionable logic across IT and business.