Description
The WVU OSP Customer Care team at West Virginia University is currently accepting applications for an Assistant Director of the Research Office.About the Opportunity
The WVU OSP Customer Care team is a customer service organization that provides support and transaction services to the University in the areas of sponsored programs research administration. All members of the OSP Customer Care team are responsible for advocating for customers to improve their experience at WVU.
Working Remotely, the Assistant Director of the Research Office (RO), Office of Sponsored Programs, Customer Service Team oversees the daily operations of the Service Team, ensuring that OSP delivers fast, friendly, and effective customer support for WVU's faculty, staff, students and affiliates. This person must be flexible, patient, and comfortable with change in a fast-moving environment, as well as capable of leading and managing a remote workforce.
Under supervision by the Assistant Director, the Customer Service team helps create a bridge between research administrators who develop, administer and support research administration (RA) actions and the people who use it. Critical team skills include the abilities to: explain complex information simply; manage time and competing demands efficiently; and communicate effectively with a wide range of people and personality types.
The Assistant Director assists the RO, Associate Vice President of Finance, Operations, and Research Administration and the Director of Sponsored Programs with decision-making and direction, using data to identify needs and make recommendations about resource allocation, process and documentation improvements, training and communication opportunities, and more. An understanding of the electronic research administration (ERA) system, which will be the Huron Research Suite as of January 13, 2025, is critical, as the Assistant Director participates in various ERA Service Management processes, and has full ownership of Incident Management, Request Fulfillment and Service Request Management.
We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:37.5-hour work week13 paid holidays (staff holiday calendar)24 annual leave (vacation) days per year (employee leave)18 sick days per year (for when you're ill, for when you need time to care for sick family, for your own, or your family's, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)WVU offers a range of health insurance and other benefits401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ's.Wellness programsWhat You'll Do
65% Customer Service Desk
Lead and direct the daily operations of the OSP Service Desk, including administration of the full-time staff.Strive for first-level resolution of incidents in Tier 1 (Service Desk) whenever possible, identifying issues for escalation to Tier 2 (OSP Associate and Assistant Directors) before referring to the Tier 3 (OSP For full info follow application link.West Virginia University is proud to be an Equal Opportunity employer and is the recipient of an NSF ADVANCE award for gender equity. The University values diversity among its faculty, staff, and students, and invites applications from all qualified applicants regardless of race, ethnicity, color, religion, gender identity, sexual orientation, age, nationality, genetics, disability, or Veteran status.
