Washington University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, genetic information, disability, or protected veteran status.
This position is full-time and works approximately 37.5 hours per week.
Department Name/Job Location:
This position is in the Brown School of Social Work Service Center. This position is for the Danforth Campus.
The Service Center Manager is responsible for the daily operations, strategic directions and finances of the Service Center. The Service Center provides an array of services and resources for academic, research and community engagement programs, including (1) administrative support services (2) technology application end user training and support services, and (3) concierge services, such as welcome/reception, information and referrals . The position will serve as a primary focal point of the Brown School, playing a key role in welcoming visitors and new employees, providing general information about the School, Washington University and the community. The position will ensure a high standard of quality, customer service and efficiency and will work with the Associate Dean for Administration to routinely assess the needs of the faculty, staff and students, and will provide data as needed on type, quantity and quality of services to the ADA.
The position will be responsible for recruitment, training and direct supervision of a full time administrative coordinator, a part-time data assistant, and 15+ (or 15-20) student workers.
PRIMARY DUTIES AND RESPONSIBILITIES:
Oversee the Service Center
Develop, implement, and monitor the Service Center strategic plan in collaboration with the Associate Dean for Administration. Determine strategic directions of the Service Center and modify the operations to support the strategic directions of the Core Services division of the Brown School.
Responsible for managing the Service Center budget under the direction of the Associate Dean for Administration.
Supervision of Concierge Services
Serve as primary point of contact for information services for all faculty, staff, students and visitors through the Brown Service Center. Assess needs in these areas and develop procedures, policies and resources for ensuring these needs are met.
Student Staff Management. Hire, train and supervise student workers for Brown Service Center. Create training manuals for student workers. Ensure student workers follow policies and procedures of the service center.
Faculty and Research Support. Assess needs of faculty and Brown School Centers related to research and adjust department priorities to fulfill needs.
Partnership and Vendor Management. Develop list of vendors, consultants and other resources for services not provided by Brown Service Center, and maintain relationships with vendor, serving as a liaison as needed for faculty and staff.
Ensure department operations are executed to meet faculty and staff needs for reproduction, printing, scanning and fax services are met through service requests in a high quality and timely manner.
Develop strategies for optimizing efficiency of reproduction equipment and reducing failure and repairs by procuring the appropriate equipment and, providing guidance and training to users. Ensure Brown Service Center offers appropriate reproduction resources and equipment. Ensure maintenance of equipment and monitor inventory of supplies.
Institutional Record Management. Develop processes and procedures to ensure institutional (academic and business) records are managed in a cost-effective manner. Be familiar with University, School, and Federal regulations governing the storage and transmission of various types of data.
Office Supplies and Resources. Oversee the procurement, stock and distribution of office supplies and resources. Manage all budgetary expenses and setup a process for the charge-back of purchases to the appropriate departments in accordance with stated budget guidelines and Brown School Business Office policies and procedures.
Shipping and Receiving Services. Serve as primary contact at the staff level for University mail personnel and shipping and receiving vendors.
Technology End User Liaison
Serve as “technology end user liaison,” coordinating between the Office of Information Technology and the faculty and staff of the Brown School to facilitate adoption and use of technology applications.
CRM. Serve as data manager and liaison between the Office of Information Technology and users of the Brown School’s Constituent Relationship Management (CRM) system—Coordinate with the Office of Information Technology to understand the functions and capabilities of the application, trouble-shoot data input and retrieval problems, and resolve user concerns. Coordinate with managers of data sources such as the Alumni and Development Information System (ADIS), the Student Information System (SIS), the Human Resources Management System (HRMS), and other data management systems to facilitate effective data transfer processes, including our updates to contacts and automatic and manual data feeds to our system from these sources. Work collaboratively with the Office of Information Technology to develop and implement business processes to ensure CRM meets the needs of users. Coordinate with and assist CRM users to understand individual needs, perform routine and special queries, produce mailing lists, and provide mail merge services. Develop and coordinate a CRM data management plan.
LMS. Serve as an LMS administrator of Canvas for Brown School. Develop and identify LMS training for faculty, staff, and other instructors at Brown. Develop LMS training and support resources, such as tutorials, guides, and demonstrations. In coordination with Academic Affairs and other appropriate offices, develop best practices and recommendations for LMS usage. Serve on committees or workgroups as appropriate to offer input on the needs and/or capacities of Blackboard at the Brown School. Coordinate with WUIT and other counterpart LMS support teams at WUSTL in order to represent the Brown School and to communicate planned changes, upgrades, or outages of Blackboard to the Brown School community.
Academic/Teaching Support. Coordinate with Brown School Library, Office of Academic Affairs, and faculty to develop procedures and mechanisms for making course materials available to students. Understand copyright and other applicable laws and policies of the School and the University to ensure compliance.
Other Applications. Provide support and training to end users of various applications adopted by the Brown School, including current versions of MS Office applications, MS SharePoint and other emerging applications. Plan and implement training sessions for Brown School community as needed. Identify opportunities for training and professional development (“train the trainer”) that will advance knowledge of emerging applications used widely by Brown School faculty and staff.
Special Projects and Other Duties as Assigned
Bachelor’s degree and minimum of five years’ experience in an administrative support role and supervisory experience.
Experience in customer service or user support.
Strong organizational skills; data management skills; ability to prioritize tasks and delegate effectively; supervisory skills; excellent customer service, interpersonal and communication skills; demonstrated ability to understand and maintain confidentiality; strong information technology skills with proficiency in the use of MS Office 2007; ability to work effectively in fast-paced environment with multiple high priority demands; strong ability to present information in group settings.
Master's degree is preferred.
Experience at management-level in an academic setting desirable; experience with CRM or contact management systems and student information systems; experience with CANVAS or other LMS; experience with KnowledgeLake or other document archiving program; experience in a fast-paced, high-volume help desk or customer service environment; experience in developing and delivering workshops or training; experience presenting, discussing and applying available technology solutions into practice; and experience working with faculty and staff as well as IT support professionals.
Commitment to supporting the research, education, service and outreach missions of a growing organization in a higher education environment; ability to manage multiple tasks that are subject to interruptions by faculty, staff, and students requesting assistance; ability to adapt to increased workload during peak times; ability to manage stress.
Applicant Special Instructions:
Please submit a cover letter when applying.
You may upload your cover letter and other documents after submitting the application by selecting "add attachment" on the My Activities page, accessible by clicking in the My Activities box on the upper right hand side of your home page at https://jobs.wustl.edu/.
The hiring range for this position is $44,090 - $56,238 annually.
-Retirement Savings Plan -22 vacation days -8 Paid Holidays -Sick Time -Tuition benefits for employee, spouse and dependent children -Free Metro Link/ Bus pass -Free Life Insurance -Health, Dental, Vision -Health Savings Accounts (HSA) -Long Term Disability Insurance -Flex Spending Plan -Other Benefits
Human Resources website (hr.wustl.edu)
Internal Applicant Instruction:
Please attach a copy of your most current signed performance evaluation (completed within the last 18 months) to your online account. If you have not received a performance evaluation, you may provide two current signed letters of recommendation (written within the last 18 months), preferably to include one letter from either a current or recent former supervisor. To attach these documents, go to: My Career Tools, Add Attachment, Attachment Type – Performance Reviews or Letters of Recommendation.
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.