Service Desk Manager - University of Akron

Job Title: Service Desk Manager

Reports To: Associate Director of Operations

Location: University of Akron;
Department of Residence Life and Housing

Compensation: $14.85 per hour and assigned residence hall apartment

Employment Dates: August 17, 2026 – May 16, 2027;
Potential for summer employment

FLSA Status: Student Non-Exempt

Positions: 2

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.

• 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 elevate 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.

• 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.

• Work up to 20 hours per week during the fall, spring, and summer semesters. (20 hours per week includes 10 hours at a residence hall service desk or the Housing and Residence Life front desk, and 10 office hours in the Residence Life and Housing main office.)
• Additional hours may be required covering vacant service desk shifts or during university break periods. Additional hours must be approved by Associate Director of Operations.
• Work schedules may vary during holidays, semester breaks, summer semester and university closures.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work environment is mid-to-high paced. The noise level is usually moderate.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.

The employee is frequently required to walk, climb stairs and reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and distance vision.

This is a student hourly position and is not eligible for benefits.

This is not employment contract.

If you are unable to apply because of incompatible assistive technology or a disability, please contact COCM Recruitment from our website. We will make every effort to respond to your request for assistance as soon as possible.

To provide equal employment opportunities to all individuals, employment decisions at Capstone On-Campus Management (COCM) will be based on qualifications, and abilities. COCM does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, marital status, veteran status or any other characteristic protected by law.