Service Desk Manager

M-F 9am-5pm; (Some weekend and week nights not exceeding 40 hours in one week)

To learn more about the pay band for this branch and role, please see the Career Banding rates spreadsheet.

A global higher education leader in innovative teaching, research and public service, the University of North Carolina at Chapel Hill consistently ranks as one of the nation's top public universities. Known for its beautiful campus, world-class medical care, commitment to the arts and top athletic programs, Carolina is an ideal place to teach, work and learn.

One of the best college towns and best places to live in the United States, Chapel Hill has diverse social, cultural, recreation and professional opportunities that span the campus and community.

University employees can choose from a wide range of professional training opportunities for career growth, skill development and lifelong learning and enjoy exclusive perks for numerous retail, restaurant and performing arts discounts, savings on local child care centers and special rates on select campus events. UNC-Chapel Hill offers full-time employees a comprehensive benefits package, paid leave, and a variety of health, life and retirement plans and additional programs that support a healthy work/life balance.

Carolina Housing is committed to providing convenient housing that is secure, inclusive, and supportive. Students create a home in our on-campus communities, build life-long friendships and develop skills for their current and futures successes as they journey through their Carolina experience. In support of this mission, the department provides a comprehensive campus housing operation for approximately 10,000 residents including business services, residence life and education, family housing, administrative services, housekeeping, maintenance, human resources, marketing, and information technology. Within these operations, over 500 full-time, part-time, and student staff are responsible for 3.1 million square feet of residential space and an annual auxiliary budget of over $70 million. The department receives no State funding, which makes the operation unique in that it must manage both revenue and expense projections and budgets. The department is also dynamic in that it must continuously adjust to changes in student preferences, demand, rate levels, and a changing landscape of construction and renovation, and enrollment growth. Carolina Housing prides itself on being student-centered, data -driven and dedicated to continuous improvement. To that end, the department is amid implementing its five-year strategic plan and in the process of long-term capital planning that is likely to include renovation and new construction.

The Service Desk Manager oversees all aspects of nine service desks across campus which serve approximately 9,000 students. This includes the distribution and collection of residential room keys, providing access to enhancements, and serving as a general resource for residents and building guests. The Service Desk Manager serves on Carolina Housing's Operation Team and coordinates with Administrative Services, Residential Education and Housing Facilities to ensure smooth desk operations throughout the year including summer and peak times such as the opening and closing of residence halls. This position will require occasional evening and weekend hours. The Service Desk Manager is responsible for the recruitment, training, supervision, and scheduling of around ninety student desk staff. This position reports to the Associate Director of Operational and Strategic Initiatives.

Bachelor's degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.

* Ability to establish and maintain effective working relationships.
* Strong verbal and written communication skills.
* Demonstrated ability to learn new software systems quickly.
* Prior customer service experience.
* Prior experience supervising college student staff.
* Ability to problem solve, critically think and analyze complex issues while effectively planning and organizing work

* Experience working in college housing.
* Experience working with StarRez Housing Software.
* Experience working with ErezLife Housing Software.
* Demonstrated understanding and knowledge of Student Development Theory and ability to foster positive working environment for students.

This position is designated as a Campus Security Authority in accordance with the Clery Act. This position will be required to report Clery crimes to the Clery Compliance Manager and complete annual training about reporting responsibilities.

If you experience any problems accessing the system or have questions about the application process, please contact the Office of Human Resources at (919) 843-2300 or send an email to employment@unc.edu

Please note: The Office of Human Resources will not be able to provide specific updates regarding position or application status.

The University of North Carolina at Chapel Hill is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender, gender expression, gender identity, genetic information, race, national origin, religion, sex, sexual orientation, or status as a protected veteran.