Manages support operations, project implementation, and supervisory staff positions. Works independently and as a team to lead operations functions to include: staff supervision (team leads, supervisors and managers), functional area management, client relationship management, project coordination and implementation, issue analysis and resolution.
Ability to travel between University campus locations.
Primary Duties & Responsibilities
Develop and implement strategic and operational plans that provide technical support for equipment and systems that provide technology services in support of student technology needs with a primary focus on residential technology services. Manage and direct the appropriate full and part-time staff during implementation and maintenance of such plans.
Manages the deployment and maintains the on-going functionality of support applications that are associated with services delivered by the STS department. Develops and manages the reporting and accountability structure associated with these applications. Provides strategic guidance in deployment of new applications and/or systems that support the services delivered by the STS department.
Monitors, analyzes, and reports network traffic on the residential network daily and weekly, and/or as requested by management; provides proactive analysis of trends that may interrupt services to the residential network.
Promotes and directs research and inquiries that address emerging student technologies.
Coordinates the communications and processes for removing services of customers on the residential network when those computers have been identified as a security risk/threat by NTS.
Provide direct supervision of STS student manager and student staff, including scheduling, meetings, discipline, reporting. Recommend appropriate professional development as needed.
Mentors and provides technical assistance and support for Technical Team Leads and technical members of the STaRS program.
Troubleshoot and resolve problems with systems or services, such as email.wustl, printing, and wireless. Solve highly technical problems relating to connectivity and configuration of student devices to campus networks and systems.
Perform other duties as assigned.
Experience working in a university environment.
Experience installing, maintaining, and providing support for cable television plants.
Current CCNA Certification.
Team Skills:Â Supports teammates at all times and in any way necessary to maintain a productive, energetic, efficient and dynamic WashU IT team. Communicates effectively and frequently both verbally and in writing with other members of the team. Collaborates with other teammates to provide assistance, and expertise, as well as to receive expert input and assistance from others delivering the best solution and experience for the customer.
Customer Service:Â Must possess an aptitude for patience, professionalism, tactfulness and empathy. Must be enthusiastic and committed to helping others and exhibit the ability to quickly assess the specific needs of the customer to determine an appropriate course of action. Must be able to quickly defuseÂ stressful or anxious situations. Â
Variety and depth of technical/specialized knowledge of LAN, WAN, TCP/IP, and other network tools Abilities in installing, maintaining, and providing support for local area and enterprise networks and Windows and Macintosh computers.
Strong management/execution/delegation abilities.
Excellent quality-of-service orientation.
Performance planning and management knowledge.
Ability to foster teamwork.
Ability to take initiative.
Ability to learn and analyze.
Bachelorâ™s degree in Information Technology and at least three years of supervisory or management experience in an enterprise or higher education environment or equivalent combination of education and experience.
$77,700.00 - $136,700.00 / AnnuallyThe 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.
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.
Washington University in St. Louis is committed to providing a comprehensive and competitive benefits package to our employees. Benefits eligibility is subject to employment status, full-time equivalent (FTE) workload, and weekly standard hours. Please visit our website at https://hr.wustl.edu/benefits/ to view a summary of benefits.
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 Universityâ™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.
Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment â“ fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.
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Washington University in St. Louis, a medium-sized, independent university, is dedicated to challenging its faculty and students alike to seek new knowledge and greater understanding of an ever-changing, multicultural world. The University offers more than 90 programs and almost 1,500 courses leading to bachelor's, master's and doctoral degrees in a broad spectrum of traditional and interdisciplinary fields, with additional opportunities for minor concentrations and individualized programs. The faculty is composed of scholars, scientists, artists and members of the learned professions. They serve society by teaching; by adding to the store of human art, creativity, understanding, and wisdom; and by providing direct services, such as health care.