Scheduled Hours

40

Position Summary

The Assistant Director of In-Person Support at WashU will play a pivotal role in enhancing the campus experience by managing and coordinating on-campus support services for faculty and staff on the Danforth Campus , and students across the entire university. This position involves overseeing daily operations of support various support hubs and to ensure efficient service delivery while fostering an engaging and collaborative environment. Aligned with the WashU IT EUX ethos, the role emphasizes creating meaningful interactions where every individual feels valued, confident, and understood. The ideal candidate will champion a culture of excellence, celebrate diversity, and drive innovative thinking, all while striving to exceed the expectations of university partners and the wider community.

Job Description

• Responsible for the coordination of the service delivery for the in-person support personnel. Primary functions include:
  • Establish, monitor, and analyze metrics used to measure effectiveness.
  • Oversee support at each level to ensure consistency and standards are met.
  • Initiate, coordinate, and enforce systems, policies, and procedures.
  • Participate in management discussions and planning at the department level to ensure that adequate resources are available to meet business requirements
  • Inspire the team through a positive and enthusiastic attitude, commitment to success, and personal and professional accountability.
  • Promote a customer service focus with the End User Services team to perform at or above the service level agreements.
  • Ensure that processes and training are fully documented
  • Working with the team to measure and ensure employee engagement.
• Establish, implement, and evaluate internal systems to meet operating goals and objectives effectively. Develop and evaluate policies and procedures to effectively carryout departmental operations. Promote staff collaboration, innovation, and critical thinking in developing solutions and approaches to departmental issues.
• Collaborate with colleagues at the Medical School, BJC and others to foster integration and collaboration within your area of responsibility.
• Review and monitor the effectiveness of the team.  Lead and implement continuous improvement plans for team members.
• Act as a liaison between the director and the team you manage; communicate and demonstrate department’s the customer service mission.
• Perform other duties as assigned.

Working Conditions:

Job Location / Working Conditions

• Normal office environment

Physical Effort

• Typically sitting at a desk or table

Equipment

• Office equipment

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:

Bachelor’s degree or combination of education and/or experience may substitute for minimum education.

Certifications:

No specific certification is required for this position.

Work Experience:

Relevant Experience (5 Years)

Skills:

Enterprise IT, Higher Education Technology, Supervisory Management

Driver's License:

A driver's license is not required for this position.

More About This Job

In this role, the Assistant Director will be responsible for developing support staff, addressing and resolving user needs, and implementing strategies to enhance service delivery and satisfaction. They will work closely with various campus departments to ensure that support services align with the university’s mission and values. By promoting a culture of respect and excellence, the Assistant Director will help cultivate an environment where both employees and customers thrive. This position requires strong leadership, exceptional organizational skills, and a commitment to continuous improvement and collaboration.

Preferred Qualifications

Education:

Master’s degree or combination of education and/or experience may substitute for minimum education.

Certifications:

No additional certification beyond what is stated in the Required Qualifications section.

Work Experience:

No additional work experience beyond what is stated in the Required Qualifications section.

Skills:

Conflict Resolution, Customer Service, Oral Communications, Team Collaboration, Teamwork, Technical Knowledge, Written Communication

Grade

G16

Salary Range

$96,000.00 - $169,300.00 / Annually

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email [email protected] or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Want to Live Near Your Work and/or improve your commute? Take advantage of our free Metro transit U-Pass for eligible employees. We also offer a forgivable home loan of up to $12,500 for closing costs and a down payment for homes in eligible neighborhoods.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO/AA Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

Diversity Statement

Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.