Desk and Mail Services Manager

University of Washington•Seattle, WA

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 manager oversees residence hall front desk programs, staff, and resources serving approximately 9,500 students, as well as employees, guests, and visitors. The role exercises independent judgment in interpreting and applying rules and regulations related to data and system maintenance, supports HFS operations, and ensures SDS activities comply with institutional, departmental, state, and federal policies and regulations. SDS systems include StarRez Housing Management System (HMS), Student and Desk Services SharePoint sites, the 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 or additions, maintain accurate HMS data, and create, analyze, and update SDS reports. The position supervises up to two Program Support Supervisors and one Administrative Assistant Supervisor. The role oversees two regional desks and their front desk and mailroom operations; manages staffing, employee performance, policies, complaints, and wage and overtime budgets; and ensures mail and package operations comply with applicable policies. It coordinates mail and package delivery and security, package processing locations and procedures, and vendor relationships for the package locker program. The manager also works with Facilities, IT, and University partners on building key structures, key inventory, access programming, policies, schedules, and access levels. The manager assists with short- and long-range planning, documents and maintains policies and procedures, coordinates priorities and implementation schedules with HFS stakeholders and leadership, and supports department-wide events such as Spring move-out, Autumn move-in, and Admitted Student Day. The position works under the general direction of the Assistant Director of Occupancy Management and independently works toward supervisors’, unit, and departmental goals. Regular hours are Monday through Friday, with occasional hours for special projects and emergencies.

Requirements

Bachelor's degree and four years of professional university housing management experience; equivalent education and/or experience may substitute where 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 Student and Desk Services systems and their integration with HFS and University systems.
Manage residence hall front desk programs, staff, and resources serving students, employees, guests, and visitors.
Maintain accurate Housing Management System data and create, analyze, and update Student and Desk Services reports.
Oversee daily operations of two regional desks, including front desk and mailroom operations.
Supervise regional desk supervisors and other assigned staff; manage performance and disciplinary action as needed.
Establish and maintain policies and procedures for desk operations.
Respond to escalated concerns and complaints from students, guests, visitors, and 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.
Coordinate mail and package delivery processes for HFS residents and staff with Desk Services staff and HFS and UW partners.
Manage package security, operating locations, temporary locations, and package processing and storage procedures.
Oversee vendor relationships for the package locker program, including software integration, locker facilities, and the student interface.
Collaborate with Facilities and University campus partners to develop key structures and hierarchies for new buildings.
Work with IT to establish key inventory in the Housing Management System and modify the system 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 in collaboration 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 policies and procedures related to the position.
Work with HFS stakeholders and leadership to prioritize work and schedule implementation.
Support department events, including Spring move-out, Autumn move-in, and Admitted Student Day.
Support system replacements or additions and ensure SDS activities conform to applicable policies and regulations.