Operations Supervisor II - Wuit

Scheduled Hours

40

Position Summary

Supervises daily operations & activities of service desk and technical staff.

Job Description

Primary Duties & Responsibilities

• Manages resources and escalations in response to environmental needs. Assigns tickets and manages work flows for emergencies to maintain service levels and meet customer expectations. Reassigns tickets as needed to ensure appropriate response and coverage. Manages accountability and follow-up for tasks and escalations that cross organizations.

• Coordinates technical and professional training for staff.

• Maintains technical staff equipment, including requesting replacement computer hardware for Field Technicians.

• Orders and maintains inventory and personal computing equipment: Prepares quotes for specialized hardware; provides data to bill Departments as necessary for stock computers, USB drives or fees; coordinates all department computer purchases with vendors and purchasers.

• Manages communications to technical staff, departments and units, vendors and customers as needed; includes addressing and responding to customer complaints and requests in a professional manner.

• Maintains Knowledgebase, CMDB (Configuration Management DB) and KEDB (Known Error DB) for validity. Will ensure technicians are documenting appropriately in all databases.

• Resource schedule maintenance: prepares and monitors schedules to maintain service coverage during normal vacation/sick events, training days, holidays, significant events and on-call coverage. Adjusts as needed when staff are on leave or when roles within the group change.

• Provides hands-on support as needed; including backup phone coverage or to cover someone in the field handling a work stoppage.

• Performs other duties as assigned.

Preferred Qualifications

• Bachelor's degree in a computer-related discipline.

• Five years of supervisory or management experience in an enterprise environment.

• Excellent oral and written communications.

• Experience in conflict resolution.

• Technical knowledge to include Windows, Mac, desktop and server activities.

Required Qualifications

Bachelor's degree and at least three years of supervisory experience in an enterprise environment or equivalent combination of education and experience.

Grade

G12

Salary Range

$57,300.00 - $97,700.00 / 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 CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

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.