Service Desk Manager - University of Akron

Capstone on Campus Management LLC•Akron, OH

1d•$15•Onsite

About The Position

Service Desk Manager position supports the daily operations of the residence hall service desks and reports directly to the Associate Director of Operations and the Office Manager. This position provides customer service, administrative support, and a welcoming, safe environment for residents and guests.

Requirements

High school diploma.
Current student at the University of Akron
2.0 cumulative and semester GPA
Demonstrate proficiency in verbal communication.
Possess strong customer service skills.
Must have troubleshooting and diagnostic skills.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Knowledge of Microsoft Word, Excel, and email.
Ability to operate basic office equipment including computer, telephone, etc.
Must be able to move/life up to 25 pounds

Responsibilities

Maintain confidentiality and proper handling of documentation and system access at all service desks.
Ensure each service desk is clean, organized, and operational
Maintain and update the weekly Community Assistant (CA) schedule
Track and verify CA shift attendance using Teams Approvals
Hold CA employees accountable to the standards of the CA position
Update documentation and tracking systems for CA role
Approve, manage, and log CA shift changes
Respond promptly and professionally to emails in the shared inbox
Provide regular updates on service desk operations to supervisor
Provide desk coverage and support as needed for emergencies or other needs
Support department events and special projects as needed.
Assist in training Community Assistants.
Provide support and guidance to CAs during shifts and escalate concerns as necessary.
Help manage day-to-day desk operations across fall and spring terms (summer term optional), including during holidays and University breaks
Attend all service desk staff training sessions.