Desk and Mail Services Manager

University of Washington • Seattle, WA

8d

About The Position

Housing & Food Services is hiring a Desk and Mail Services Manager to oversee the user aspects of Student and Desk Services (SDS) systems and their integration with HFS and University systems. The role manages residence hall front desk programs, staff, and resources serving approximately 9,500 students, as well as employees, guests, and visitors. It exercises independent judgment in interpreting and applying rules and regulations related to data and system maintenance, and ensures that SDS activities comply with institutional, departmental, state, and federal policies and regulations. Systems include StarRez Housing Management System, SDS SharePoint sites, OnGuard Card Access System, SCLogic Mail Management Software, and the department’s central email box. The manager will play a key role in department or University system replacements and additions, ensure accurate HMS data, and create, analyze, and update reports. The position supervises up to two Program Support Supervisors and one Administrative Assistant Supervisor.

The manager oversees daily front desk and mailroom operations at two regional desks, establishes unit policies and procedures, addresses escalated concerns, manages employee performance, and develops and monitors staffing budgets. The role ensures compliant mail processing, coordinates mail and package delivery, manages package security and storage locations, and oversees vendor relationships for the package locker program. It also coordinates building access and key management with Facilities, IT, HFS, and University partners, including access programming and schedules for HFS communities and spaces.

The position assists with short- and long-range planning and departmental goals, maintains related policies and procedures, coordinates priorities and implementation schedules with HFS stakeholders and leadership, and supports department events such as Spring move-out, Autumn move-in, and Admitted Student Day. It works under the general direction of the Assistant Director of Occupancy Management and independently pursues supervisor, unit, and departmental goals. Regular hours are Monday through Friday, with occasional hours for special projects and emergencies. The role is regular, 100% FTE, and first shift. The stated annual pay range is $94,992. Benefits information is available through the University of Washington staff benefits website.

Requirements

• Bachelor’s degree and four years of professional university housing management experience; equivalent education and/or experience may substitute where legally permitted.
• Demonstrated experience working with databases.
• Experience managing and making decisions in a complex environment.
• Ability to work effectively in a fast-paced, development-oriented environment while maintaining excellent working relationships with faculty, staff, students, and families.
• Excellent oral and written communication and presentation skills.
• Track record of fostering a positive work environment supportive of professional development.
• Creativity and resourcefulness with a high degree of flexibility.
• Excellent administrative, financial, organizational, and problem-solving skills.
• Commitment to continuous improvement of business operations.

Nice To Haves

• Experience in a university housing office.
• Experience in software and web application management at a public institution of higher education.
• Experience managing services provided in multiple locations with diverse venues.

Responsibilities

• Oversee user aspects of SDS systems and their integration with HFS and University systems, including HMS, SharePoint sites, card access, mail management software, and the department’s central email box.
• Manage residence hall front desk programs, staff, and resources serving approximately 9,500 students, employees, guests, and visitors.
• Ensure accurate data in the Housing Management System and create, analyze, and update Student and Desk Services reports.
• Supervise up to two Program Support Supervisors and one Administrative Assistant Supervisor; manage employee performance and disciplinary action as needed.
• Oversee daily front desk and mailroom operations at two regional desks.
• Establish and maintain policies and procedures for desk operations.
• Respond to escalated concerns or complaints from students, guests, visitors, or staff.
• Develop and monitor budgets for staff and student hourly wages and overtime; adjust staffing or justify budget changes as needed.
• Ensure mail processing complies with federal, state, and local policies.
• Organize, coordinate, and maintain mail and package delivery processes for HFS residents and staff.
• Work with Desk Services staff and HFS and UW partners to maximize package processing and throughput.
• Manage package security, operating locations (including temporary locations), and package processing and storage procedures.
• Manage vendor relationships for the package locker program, including software integration, facilities, and student interface.
• Collaborate with Facilities and UW campus partners on key structures and hierarchies for new buildings.
• Work with IT to set up key inventory in HMS and modify the program to meet Desk Services needs.
• Establish and maintain key management policies and procedures.
• Oversee programming and implementation of building access for HFS staff and residents, conference guests, UW employees, and visitors.
• Develop and maintain building access schedules and access levels for HFS communities, meeting rooms, and amenity spaces with HFS managers and campus partners.
• Assist with short- and long-range planning and achievement of unit and departmental goals and objectives.
• Document and maintain position-related policies and procedures.
• Work with HFS stakeholders and leadership to determine prioritization and implementation schedules.
• Support department events, including Spring move-out, Autumn move-in, and Admitted Student Day.
• Work independently under the general direction of the Assistant Director of Occupancy Management to meet supervisor, unit, and departmental goals.

Benefits

• The job posting directs applicants to the University of Washington staff benefits website for benefits information; no specific benefits are listed in the posting.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager