Manager, Residential Desk Operations

University of Miami • Coral Gables, FL

7d

About The Position

The Manager, Residential Desk Operations ensures that area desk operations across campus provide a consistent, high level of customer service. The role directs residential area desk management, access management, residential customer service, Uprint management, and staff recruitment and training. The position supervises student Desk Supervisors and Desk Assistants and maintains and implements policies and procedures that support a consistent experience across campus. It reports to the Assistant Director of Residential Area Operations.

The manager oversees desk operations across the University’s residential communities, including recruitment, training, and evaluation of approximately 75 student employees. The role also handles operational concerns, supports emergency response, coordinates with facilities and strategic capital planning, and contributes to continuous assessment and improvement of systems and practices. The position may provide additional administrative support during peak periods.

Requirements

• Three to five years of work experience.
• Excellent interpersonal and customer service skills.
• Ability to work independently without close supervision.
• Ability to manage multiple priorities and tasks, use good judgment, and organize work efficiently to meet deadlines.
• Strong organizational skills and attention to detail.
• Intermediate proficiency in Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
• Skill in interpreting and applying departmental policies and procedures.
• Ability to enter and verify information accurately at a reasonable rate of speed.
• Ability to use computerized information systems.
• Ability to understand and follow oral and written instructions.
• Skill in data entry or typing.
• Ability to establish and maintain effective work relationships.
• Ability to travel between residential areas weekly and sometimes daily.

Nice To Haves

• Bachelor’s degree preferred; alternatively, four or more additional years of work experience.

Responsibilities

• Lead recruitment, training, and evaluations for all Desk Supervisors and Desk Assistants.
• Supervise all residential area Desk Supervisors and Desk Assistants, approximately 75 student employees.
• Conduct regular area walks to provide a presence and monitor facility concerns.
• Develop and maintain area desk manuals.
• Directly oversee Uprint operations across all residential areas.
• Address operational concerns in a timely manner, including access management, scheduling, and software issues.
• Conduct desk staff meetings at least monthly to address scheduling coverage, provide ongoing training and development, and respond to desk-related matters.
• Liaise with departmental strategic capital planning and facilities staff to support maintenance and upkeep of lobby and desk areas.
• Promote exceptional customer service.
• Represent the department in escalations concerning area desk operations, helping address questions and concerns from students, parents, and campus partners.
• Assist students and staff with emergency situations by reporting concerns in a timely manner.
• Assess systems and practices on an ongoing basis to improve operational effectiveness and efficiency.
• Communicate regularly with area desks to support consistent customer service and responses.
• Provide administrative support to area operations through special projects assigned by the Associate Director and Assistant Director of Residential Area Operations.
• Support additional residential life administrative operations during peak periods.

What This Job Offers

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