Coordinator, Desk Services & Operations

At the University of Waterloo, we create and promote a culture where everyone can reach their full potential. As an employee, you get support & opportunities that empower you to advance your career. Explore how we can bring big ideas to life, together. The University is a welcoming workplace for those of all abilities, interests, and expertise. As part of our workforce, you can do what you do best, every day. Learn more about our recruitment process. Job Requisition ID: 2026-02953 Time Type: Full time Employee Group: Staff Job Category: Academic Administration Employment Type: Temporary Department: Campus Housing - Desk Services Hiring Range: $56,494.16 - $70,617.70 Posting Information: This posting is for an existing vacancy. Term: 2 years This position is being offered as a Secondment or contract opportunity. The internal posting deadline for this position is October 16, 2026 at 11:59PM Job Description: Primary Purpose The Coordinator, Desk Services and Operations is responsible for the coordination of Front Desk operations, which includes scheduling and supervision of all Front Desk student-staff in five residence communities. This includes liaising with the Residence Life and Residence Learning teams, as well as other members of the Department of Campus Housing, and various campus partners to contribute to the advancement of the department’s goals regarding student services and customer experience. As a member of the Desk Services Management Team, the Coordinator is responsible for supervisory duties that directly impact the customer's experience at each residence front desk, as well as contributing to a positive team culture amongst student-staff. The Coordinator, Desk Services and Operations is part of an interdependent and collaborative team committed to integrating the student voice and connecting research and evaluation to our practice in order to continuously build on our understanding of our students' wants and needs and on our knowledge of how living environments contribute to student success. Our curricular approach facilitates the design and delivery of experiences and services so that students achieve priority developmental and educational outcomes. Key Accountabilities Student-Staff Scheduling Schedules at-the-desk onboarding training for all new staff. Plans and schedules training for all returning staff based on their level of experience and needs. Prepares monthly schedules for 25-75 staff (over 700 shifts per month) at five front desk locations. Educates student-staff on time management and works with staff to create schedules that allow them to balance their work, academic schedules and extracurricular commitments. Manages all shift trades, time off requests, and emergency coverage situations during business hours. Adheres to legislative policies and procedures (i.e. University of Waterloo, Employment Standards Act, etc.) relating to scheduling of staff in the incumbents area (i.e. overtime, statutory holidays, vacation, etc.). Leadership and Supervisory Effectively supervises Team Leaders and facilitates weekly meetings to review issues, provide opportunities for personal and professional development, providing day-to-day guidance to problem-solve issues within assigned areas. Supervises Front Desk Trainers throughout the term to ensure that onboarding and ongoing training of student-staff is successful, facilitates one-on-ones and provides day-to-day guidance Supervises Front Desk Assistants (FDAs) outlining clear expectations and responsibilities, ensuring student-staff are performing in accordance with departmental policies, values and processes. Effectively measures and evaluates performance of direct reports, delivering evaluations to staff through both formal termly evaluations and informal methods such as regular feedback/coaching. Manages conduct and performance related follow up and conversations for all Front Desk Assistants, with the involvement of Assistant Manager, Desk Services and Operations coordinator as required Consults with Desk Services Leadership team to identify areas for individual/team improvement. Uses feedback to create and execute a development plan. Provides leadership in one-on-one conversations, and team meetings and addresses team conflict fairly and professionally. Orientation and Training Designs and facilitates three large scale, two-day student-staff training each year (January, April and August) and three multi-day leadership staff training each year (April, August, and December). Collaborates with Program Resources Co-ordinator on logistical considerations for student-staff training and leadership events. This includes but is not limited to booking meals, making purchases through external stakeholders, preparing training schedules, workshop facilitation, space setup, and other administrative responsibilities. Shares learning/professional development goals of Front Desk student-staff with the Project Coordinator, Recruitment, Training and Development to create training sessions, build content or seek out facilitator/keynote speakers. Develops and continually assesses all aspects of at-the-desk training and onboarding executed by the Front Desk Trainers to ensure that the Desk Services program is accommodating the needs and learning styles of all student-staff. Prepares, updates and orders printed training materials for all student staff and student leaders each term. Front Desk Operations Management Manages Team Leader, Front Desk Trainer and Front Desk Assistant programs and databases to ensure information (i.e. policies, processes, contacts, etc.) is up to date. Develops cross-functional processes in collaboration with other areas of the department to create/revise policies for their implementation Oversees booking, documentation, and use of all residence spaces in public areas. This includes updating Outlook calendars, maintaining a document outlining all spaces and their functions and uses, and handling bookings of space for all external parties. Develops print and electronic communications to students regarding services offered Maintains first point of contact for on-call during business hours (8am-4pm) and on-call after hours to support Team Leaders is required (second point of contact) Manages front desk operations during 4-day move in period in Fall term including but not limited to the preparation of the desks, frequent on-call, supporting external bookings, preparing key envelopes with student Watcard, and answering inquiries from residents moving in Special Projects Collects and compiles feedback from FDAs termly and implements this feedback into strategic plans for the growth and development of the Front Desk Assistant, Front Desk Trainer, and Team Leader programs. Supports coordination of celebrations such as End of Term Banquets in collaboration with Student Development and Residence Experience team. Represents Desk Services and/or Student Development & Residence Experience in departmental or campus-wide special projects as necessary. Required Qualifications Education Completion of post-secondary education and/or equivalent combination of education and experience will be considered. Experience 3-5 years' experience in a post-secondary setting, or equivalent. Supervising direct reports and managing difficult conversations. Training/mentoring student staff is required. Proven ability to work autonomously with limited supervision. Demonstrated ability to work in a team-based environment and manage multiple priorities concurrently. Technical Skills Microsoft Word, PowerPoint: Basic Microsoft Excel: Intermediate Working knowledge scheduling software (ex: W2W) and Jira is an asset Knowledge/Skills/Abilities Ability to handle sensitive student situations with tact and diplomacy, ensuring that the student’s confidentiality and dignity are upheld. Proven ability to manage a variety of ongoing projects, tight deadlines, stay organized, and prioritize effectively. Ability to take initiative and be both creative and flexible. Strong interpersonal skills. Strong communication skills can communicate effectively to diverse audiences, including one on one and in group settings. Ability to gain consensus and work with people representing varying interests while maintaining a strong commitment to student growth and development. Equity Statement The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is coordinated within the Office of Indigenous Relations. The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+. Positions are open to qualified candidates who are legally entitled to work in Canada. The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at or 519-888-4567, ext. 45935.