Manager of Technical Services I – Wuit
| Company | Wash U |
|---|---|
| Location | St. Louis, MO, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level |
Requirements
- Bachelor’s degree or combination of education and/or experience may substitute for minimum education
- Supervisory or Management in an Enterprise or Higher Education Environment (3 Years)
Responsibilities
- Develop and establish processes used in conducting Service Desk and Field Operations
- Establish, monitor, and analyze metrics used to measure support effectiveness and efficiency; recommend adjustments based on analysis
- Establish and coordinate deployment of tools used in conjunction with Service Desk activities
- Coordinate communications within WUIT and to customers through written communications, notifications, and through staff and customer meetings
- Develop documentation related to best practices for desktop technology
- Work with customers to determine desktop support needs
- Escalate customer needs which can’t be met by Service Desk staff
- Develop staff technical and professional training paths to ensure staff maintain current skills
- Manage Service Desk Operations Supervisors and technicians
- Work with functional area resources and other WUIT units to translate business requirements into technical specifications
- Investigate options for new or improved technology to address customer business needs
- Establish and coordinate deployment, implementation, and migration plans
- Act as escalation point for Service Desk staff
- Gather the information needed to fully understand the issue
- Develop recommendations for course of action to remediate escalated issues and problems
- Perform other duties as assigned.
Preferred Qualifications
- Master’s degree
- Conflict Resolution
- IT System Administration
- Oral Communications
- Technical Writing
- Windows Applications
- Written Communication