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WashU IT

Director of End User Deskside Services

WashU IT

Director leading WashU IT’s Tier 2 deskside support team, budget, SLAs, and escalations. Driving enterprise-wide desktop support improvements across university campuses.

Posted 9/9/2026full-timeSaint Louis • Montana • 🇺🇸 United StatesLead💰 $110,300 - $194,200 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT Operations Management, with a focus on Service Delivery and Customer Support within Higher Education. Proven ability to lead teams, manage vendor relationships, and drive strategic planning for operational optimization.

Highest-signal resume keywords
ITIL Service DeliveryProject ManagementServiceNow PlatformLeadershipCustomer Service

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Information Technology OperationsBusiness AnalysisClinical Applications SupportService DesignService Metrics
Soft Skills
Matrix ManagementObjective SettingStrengthening Customer RelationshipsTime ManagementWritten Communication
Tools & Technologies
ServiceNow Platform
Industry Keywords
Higher Education TechnologyCustomer SupportEnd User ServicesSLA ManagementOperational Optimization

Tech Stack

Tools & technologies
ServiceNow

About the role

Key responsibilities & impact
  • Lead the Tier 2 Deskside team within End User Services
  • Set team standards, accountability, and customer-support expectations
  • Build and own the annual operating plan and budget for Tier 2 operations
  • Manage vendors and external service providers
  • Align incident management and support delivery with SLAs, project timelines, and IT strategy
  • Provide technical guidance on capabilities and solutions
  • Champion a customer-first culture and service-level adherence
  • Partner across the Medical School, BJC, and Danforth Campus on enterprise-wide support solutions
  • Define Tier 1-to-Tier 2 escalation standards
  • Manage critical relationships with Tier 3 partners
  • Lead strategic planning for IT operational optimization and continuous improvement
  • Drive Tier 2 workflow improvements and Tier 3 project involvement
  • Translate business-unit needs into strategic plans with the Executive Director of End User Services
  • Build and maintain SLA dashboards, tools, and metrics
  • Cultivate customer relationships to ensure dashboards reflect client needs
  • Build consensus around desktop-support best practices
  • Represent End User Services on work groups and committees
  • Support campus-wide IT initiatives affecting Tier 2 or project work
  • Perform other duties as assigned

Requirements

What you’ll need
  • Bachelor's degree
  • Information Technology experience preferred: 10 years
  • Knowledge of Business Analysis
  • Knowledge of Clinical Applications Support
  • Knowledge of Customer Service
  • Knowledge of Higher Education Technology
  • Knowledge of Information Technology Operations
  • Knowledge of ITIL Service Delivery
  • Leadership
  • Matrix Management
  • Objective Setting
  • Project Management
  • Service Design
  • Service Metrics
  • ServiceNow Platform
  • Strengthening Customer Relationships
  • Technology Adaptation
  • Time Management
  • Working Independently
  • Written Communication
  • Ability to work extra hours and adjust schedule
  • Must complete required pre-employment screening if offered employment

Benefits

Comp & perks
  • Up to 22 days of vacation
  • 10 recognized holidays
  • 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, with employee 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
  • 4 weeks of caregiver leave to bond with your new child
  • Family care resources for continued childcare needs
  • Adult care resources
  • Tuition coverage for the employee and family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years