Scheduled Hours

Position Summary

Ensure positive experience between deskside support and customers by overseeing daily operations & activities of deskside technical staff. Serves as liaison between customers and departmental support staff. Decrease response time by serving as primary contact point for incident escalations requiring deskside resources.

Job Description

Primary Duties & Responsibilities:

Enhances customer service by managing resources and ticket escalations in response to departmental needs.
Analyses and assigns tickets and manages work flows to maintain service levels and meet customer expectations.
Manages accountability and follow-up for tasks and escalations that cross Departments.
Contacts point for warm hand-off to support the Incident Management Process Guide.
Communicates with customer in response to incoming tickets.
Enhances customer service by performing preliminary analyzation to determine whether to administer remote assistance or assign ticket to a deskside technician for on-site resolution.
Reduces in customer wait time by assessing technician availability for ticket escalation/assignment.
Manages communications to technical staff, departments, vendors and customers as needed; includes addressing and responding to customer complaints and requests in a professional manner.
Liaison with customer for project and inventory assessments and solutions.
Onboards new technicians and contractors, including verifying all access and scheduling of training, as well as pairing with appropriate technicians.
Provides schedule maintenance, prepares and monitors technician schedules relating to medical student exams and labs; coordinates with project managers for scheduling of technicians as resources for EUS projects.
Provides hands-on support to assist deskside technicians, as needed.
Performs 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/Professional Licenses:

No specific certification/professional license is required for this position.

Work Experience:

Supervisory (5 Years)

Skills:

Not Applicable

Driver's License:

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

More About This Job

Preferred Qualifications

Education:

No additional education unless stated elsewhere in the job posting.

Certifications/Professional Licenses:

No additional certification/professional licenses unless stated elsewhere in the job posting.

Work Experience:

Management/Supervisory (7 Years)

Skills:

Communication, Conflict Resolution, Customer Needs Assessments, Customer Satisfaction, Customer Service, Desktop Computers, Oral Communications, Server Technologies, Situation Management, Team Play, Team Support, Technical Knowledge, Windows Applications, Work Collaboratively, Written Communication

Grade

G11-H

Salary Range

$27.21 - $43.56 / Hourly

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.

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.
Take advantage of our free Metro transit U-Pass for eligible employees.
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 Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. 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, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

Learn more about this Employer on their Career Site

Deskside Team Lead - WashU IT