Desk Operations Coordinator - Housing

Florida International University; Miami (FL); On-site; USD 39,000 - 53,000; Full time

Job summary

Florida International University is seeking a supervisor to oversee front desk services for student residents in the campus housing system. The role reports to the Assistant Director for Administrative Operations and conducts coordination with Residential Experience staff, Housing Operations, and campus partners to ensure safe, efficient and student-centered housing services.

The position requires leadership of desk staff, development of procedures, onboarding and training programs, and

Qualifications

• Bachelor's degree in a related discipline is required.
• Master's degree in College Student Personnel, Higher Education Administration or related field is preferred.
• Experience in Student Housing and Residential Life is desirable.
• Previous experience with residential curriculum models is desirable.

Responsibilities

• Oversee daily operation of residence hall desk services, including key management, access control, guest/visitor registration, occupancy support, and customer service.
• Provide leadership for desk operations, develop and evaluate procedures, standards, and resources.
• Recruit, hire, train, schedule, supervise, and evaluate Desk Operations Leads and student staff; provide coaching.
• Develop onboarding programs, training materials, and manuals for desk staff.
• Support operational assessment and process improvements; use data to identify trends and implement changes.
• Access housing records as needed to support operations and service delivery; ensure compliance with policies.

Education

Bachelor's degree in a related discipline

Master's degree in College Student Personnel, Higher Education Administration or other related field

Job description

About FIU

Florida International University is a Top 50, preeminent public research university with 55,000 students from all 50 states and more than 140 countries, as well as an alumni network of more than 340,000. Located in the global city of Miami, the university offers more than 200 degree programs at the undergraduate, graduate and professional levels, including medicine and law. FIU faculty are leaders in their fields and include National Academy members, Fulbright Scholars and MacArthur Genius Fellows. A Carnegie R1 institution, FIU drives impactful research in environmental resilience, health and technology and innovation. Home to the Wall of Wind and Institute of Environment, FIU stands at the forefront of discovery and innovation. With a focus on student success, economic mobility and community engagement, FIU is redefining what it means to be a public research university.

Job Summary

Provides oversight of front desk services, including key and access management, customer service standards, and operational efficiency for student residents within the residential hall complexes. Reporting directly to the Assistant Director for Administrative Operations and Conduct Management, the role coordinates and collaborates closely with Residential Experience staff, Housing Operations, Housing Facilities, and campus partners to ensure safe, effective, and student-centered service delivery.

• Coordinates the daily operation of residence hall desk services, including key management, access control, guest and visitor registration processes, occupancy support functions, customer service delivery, and compliance with departmental and University policies and procedures.
• Provides leadership and oversight for residence hall desk operations to ensure consistent, efficient, and student-centered service delivery. Develops, implements, and evaluates operational procedures, standards, and resources to support effective desk operations.
• Coordinates the recruitment, hiring, training, scheduling, supervision, and evaluation of Desk Operations Leads, Desk Assistants, and other assigned student staff in collaboration with Residential Experience Coordinators. Provides ongoing coaching, guidance, and professional development to student employees.
• Oversees the development and implementation of onboarding programs, training resources, operational manuals, and procedures for desk operations staff. Ensures training materials remain current and aligned with departmental and University standards.
• Coordinates and supports operational assessment and process improvement initiatives related to desk operations, including key management, resource management, guest services, access control, occupancy processes, and move-in/move-out operations. Utilizes data and feedback to identify trends, recommend solutions, and implement operational improvements.
• Accesses housing records and files for current and previous residents as required to support operational functions and service delivery. May access other University records as necessary and in accordance with applicable policies and procedures.
• Interprets and implements Housing and University policies and procedures for students, staff, and community members. Provides guidance regarding residence hall operations and recommends operational improvements and policy enhancements to departmental leadership.
• Maintains daily contact with students, parents, faculty, staff, and campus partners. Serves as a resource regarding residence hall operations, policies, procedures, and student support services, and collaborates with appropriate departments to resolve concerns and promote student success.
• Serves as liaison with housing facilities, maintenance personnel, and campus partners by reporting operational and facility concerns, monitoring service requests, and following up to ensure timely resolution of issues.
• Supports occupancy management functions, including move-in, move-out, room access, space utilization, and other residence hall administrative processes to ensure accurate records and efficient service delivery.
• Responds to emergency situations and serves in the departmental on-call rotation, providing after-hours support to residential students and student staff. May be required to work evening, weekend, holiday, or overnight shifts to ensure continuous desk operations, provide coverage, and maintain crisis response capabilities.
• Implements crisis response and emergency procedures in accordance with departmental and University protocols. Immediately notifies supervisors of emergencies, significant incidents, and unusual occurrences, and coordinates appropriate follow-up actions.
• Assists with departmental projects, departmental committees, assessment initiatives, and University committees as assigned.
• Manages an assigned budget and makes purchases for the department. Serves as a University card user for departmental transactions. Adheres to University credit card policies and procedures.
• Performs essential duties in any emergencies such as hurricanes, storms, and/or any other university emergency closing. The employee is expected to be available to report to work as needed during university emergency closing with appropriate notification of a department administrator.
• Performs other related duties as required or as requested. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.

Minimum Qualifications

• Bachelor's degree in a related discipline.

Desired Qualifications

• Master's degree in College Student Personnel, Higher Education Administration or other related field.
• Experience in Student Housing and Residential Life.
• Previous experience with residential curriculum models.

Job Category

• Administrative

Advertised Salary

• $46,000

Work Schedule

Begin time: 9:00 AM

End time: 5:30 PM

Pre-Employment Requirements

• Fingerprinting Check
• Expanded Background Check

Other Information

• Ability to work evenings and weekends.
• Ability to work flexible hours as needed.
• May be required to work on University holidays.
• Requires living on campus and being on call/on duty.

Clery Notice

In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, the University Police department at Florida International University provides information on crimes statistics, crime prevention, law enforcement, crime reporting, and other related issues for the past three (3) calendar years. The FIU Annual Security report is available online at: https://police.fiu.edu/download/annual-security-fire-safety-report/.

To obtain a paper copy of the report, please visit the FIU Police Department located at 885 SW 109th Avenue, Miami, FL, 33199 (PG5 Market Station).

Pay Transparency

Florida International University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Notice of Non-Discrimination

FIU is a State University System of Florida member, Equal Opportunity, Equal Access, and Affiantive Action Employer for individuals with disabilities and veterans. All qualified applicants will receive consideration for employment decisions, programs, and events without regard to race, color, religion, sex, age, national origin, disability, or protected veteran status. For inquiries regarding non-discrimination, contact FIU's Office of Civil Rights at 305.348.2785 or email [e-mail].

Reasonable Accommodation Statement

Should you need an ADA accommodation to participate in a University event, program, or activity or need to request materials in an accessible format, please contact FIU's Office of Civil Rights (OCR) at 305-348-2785 or [e-mail]. All requests for ADA accommodation or accessible materials for this event must be submitted to OCR at least seven (7) business days prior to the event or at the earliest possible opportunity.