Assistant Director Service Center

Manages and provides strategic direction for the facility management service center which coordinates issues from customers throughout the University. Manages communications, marketing materials, public relations, and social media platforms internally and externally to the University for the entire department. Serves as contract administrator for call lines.

• Manages the service center, provides direction and strategic planning. Coordinates daily operations including processing work orders from the maintenance queue, phone calls, and customer service. Communicates with University groups and individuals to resolve service issues, concerns, and requests.
• Manages communications, marketing materials, public relations, and social media platforms internally and externally for the department. Develops and maintains communication plan and calendar.
• Writes and proofs web and social media content. Refines messages and objectives and adapts writing style to audience. Ensures compliance with institutional communication, branding and identity, and marketing standards. Maintains integrity of overall University brand and unit brand.
• Identifies and analyzes trends in both procedural and individual requests, delays, and problems. Develops and implements solutions to improve service.
• Maintains emergency response procedures for facility-related operational needs. Facilitates new workflows, procedures, and troubleshooting techniques. Ensures service requests and maintenance management system records are maintained accurately.
• Serves as the contract administrator for after-hours answering service and collective bargaining call-in service vendor. Assists with facilitating both emergency and nonemergency requests to other vendors. Provides insight and recommendations for service challenges and procedure updates.
• Develops and manages service center budget. Reviews and approves all expenses and purchases.
• Prepares and approves training materials for staff and end-users. Oversees operations to ensure that all policies and processes are being followed per University regulations.
• Hires, trains, evaluates, and supervises staff and student employees.

Minimum qualifications based upon job documentation and industry best practices. Any current employees not meeting these qualifications will be grandfathered until they move to a different job.

• Bachelor's degree in related field from an accredited institution.

• Three years' relevant experience.

• Supervisory or lead experience.
• Strong interpersonal, written and verbal communication skills.
• Customer service experience.
• Experience with a maintenance management software system.
• Experience with a multiline telephone system.
• Knowledge of work processing.
• Office software skills, including word processing, spreadsheets and presentations.
• Experience managing social media accounts.

Office or other indoor work with minimal physical demands such as occasionally lifting or moving materials less than 25 pounds.

Work is generally performed in a well-lit, temperature-controlled indoor environment with occasional exposure to the outdoors or any number of elements.

Revised: 2023-12-05