DESCRIPTION

Receives work assignments that are subject to a moderate level of control and review. Directs subordinates providing building maintenance activities to include basic plumbing and pipefitting, carpentry, painting and plastering, service of machinery, electrical maintenance and custodial. Includes call center triage and tracking of repair services.

Under general supervision of the HDH Sr Superintendent, provide support for HDH's Maximo system, includinguser setup and maintenance, setup and configuration of Start Center portlets, and screen modifications.Collaborate with IT (Informational Technology) Division to troubleshoot and resolve complex technical andfunctional issues. Provide training as necessary to help end-user's interactions with systems. Coordinate thedevelopment, implementation, training and tracking of Standard Operating Procedures (SOPs) relating todepartment workflow. Recommend measures in Maximo to improve reliability, accountability, quality, performance, work conditions and safety and increase efficiency of the department using a team approach. Serve as the liaison to HDH Staff acting in a consulting role for any quality and production issues. Prepare reports for measuring operational & business efficiency, as well as improvement. Compile, review and analyze statistical data to detect data trends.

Manage, lead, supervise and motivate the 24/7 Customer Service Call Center for the Housing and DiningHospitality (HDH) Department serving a physical plant of approximately 5 million square feet, producing workdocuments and routine reports as well as numerous Maximo ad hoc reports. Oversee the proper handling of over 4,000+ service requests monthly generated through the hdhfixit website, and 2,000+ service requests monthly generated through telephone, radio, and email. Answer an average of 120 daily trouble-calls. Direct and manage the daily intake, data-entry, administration and follow-up of 5,500+ monthly work orders. Oversee the dispatch of approximately 2,000 monthly emergency and urgent work orders over the radio.

Direct and manage the call center operations including intake, data-entry, emergency response, work referral, administration and follow-up of requests submitted via phone, radio, online, and/or email. Lead staff to accomplish results by communicating department expectations; planning monitoring, and appraising job results; coaching, counseling, and disciplining employees when necessary. Research and resolve service problems, analyze and recommend solutions while developing positive work relationships, campus community and vendors. Maintain a safe and secure work environment developing personal growth opportunities, initiating, coordinating and enforcing systems, policies and procedures. Successfully manage the call center, quality data entry, data manipulation, and reporting, as well as new initiatives related to Customer Service.

Responsible for central communication during campus emergency situations. Responsible for the audit, monitorand distribution of the Motorola handheld 400 mhz radios and the call center phone system. Serve as the FleetCoordinator for the HDH Vehicles. Analyze requirements for and then develop appropriate web pages for the POP Division web site that serves all the campus customers.

Housing Dining Hospitality (HDH) is a self-funded, large and complex campus department consisting of 7 divisions, with over 700 career employees, 1000 to 1200 student employees and an annual operating budget greater than $200 million. HDH provides housing for approximately 18,000 undergraduates, grad students, faculty, staff and their families in over 400 buildings covering over 8 million sq. ft. HDH is in the midst of implementing an aggressive building plan which added 10,000 new beds in the next 10 years and will almost double our square footage by 2032.

Currently, HDH houses 38% of UCSD's enrolled students with a goal of housing 65% by 2032. HDH provides maintenance and repair, contract meals/meal plan management, as well as retail food service, conference services and catering services to residents, students, faculty, staff, and campus visitors.

Housing/Dining/Hospitality commits to facilitating an equitable, diverse and inclusive environment, fostering a sense of belonging for our students and staff. As HDH we understand, each unique individual with their varied thoughts and experiences is what makes our department strong. Aligning with UC San Diego's Office for Equity, Diversity, and Inclusion strategic goals, Housing/Dining/Hospitality is proud to promote and create opportunities for greater equity, diversity and inclusiveness within our division.

• Occasional overtime may be requi