What are the responsibilities and job description for the Work Control Manager position at University of South Carolina?
Posting Number
STA00614PO25
Job Family
Administrative Support
Job Function
Administrative Services
USC Market Title
Administrative Coordinator
Link to USC Market Title
https://uscjobs.sc.edu/titles/131909
Job Level
M0 - Managerial
Business Title (Internal Title)
Work Control Manager
Campus
Columbia
Work County
Richland
College/Division
Division of Student Affairs and Academic Support
Department
SAAS Custodial, Move Crew and Facilities Administration
State Pay Band
6
Approved Starting Salary
$49,396
Advertised Salary Range
$49,396 - $61,745
Location of Vacancy
Columbia, SC
Part/Full Time
Full Time
Hours per Week
37.5
Work Schedule
Monday through Friday 8:00AM to 4:30PM.
Must be willing to work a flexible schedule to meet the needs of the department.
Must be willing to work a flexible schedule to meet the needs of the department.
Basis
12 months
Job Search Category
Administrative
About USC
About University of South Carolina
From the Upstate to the Lowcountry, the University of South Carolina system is transforming the lives of South Carolinians through the impact of our eight institutions and 20 locations throughout the state. More than 50,000 students are enrolled at one of eight institutions, including the research campus in Columbia and comprehensive four-year universities in Aiken, Upstate and Beaufort. In addition, our Palmetto College campuses in Salkehatchie, Union, Lancaster and Sumter enable students to earn associate or bachelor’s degrees through a combination of in-person, online or blended learning. All of our system institutions place strong emphasis on service — helping to build healthier, more educated communities in South Carolina and beyond.
Benefits for FTE Positions
The University of South Carolina (USC), through the State of SC and Public Employee Benefit Authority (PEBA), offers employees a valuable benefits package, including health and life insurance, generous paid leave and retirement programs. To learn more about USC benefits, access the "Working at USC" section on the Applicant Portal at https://uscjobs.sc.edu. Research Grant or Time-limited positions may be eligible for all, some, or no benefits, based on the grant or project funding.
Position Description
Advertised Job Summary
Work Control Manager
- Do you enjoy supervising and mentoring Students?
- Are you organized and understand shift work and customer support?
- Do you know how to provide exceptional customer service?
- Do you know how to train and mentor students to provide exceptional customer service?
The Work Control Manager serves as a key operational leader within the University Housing Facilities Operations unit and is responsible for overseeing the 24/7/365 FIXX Work Control Center. This position ensures that all student maintenance requests, service calls, and emergency issues are logged, tracked, and resolved efficiently while delivering outstanding customer service.
As the first point of contact for students, staff, and campus partners, this role plays a critical part in supporting a safe, clean, and comfortable living environment for over 9,000 on-campus residents. The manager ensures a responsive and professional service delivery model by leading an exceptional team of full-time staff and student employees.
Essential Job Duties and Responsibilities:
1. Leadership of Work Control Center
2. Personnel Management and Training
3. Customer Service Excellence
4. Emergency Response and other duties
Perks:
- Some of the BEST benefits you can find!
- Generous paid time off
- An engaging and collaborative on-campus environment
- You’ll enjoy the historic beauty of the University of South Carolina campus, surrounded by amenities, so you’ll love where you work!
Job Related Minimum Required Education and Experience
Requires a bachelor’s degree in a job related field and 3 or more years of job related experience, which may be substituted by an equivalent combination of job related certification, training, education, and/or experience.
Required Certification, Licensure/Other Credentials
Preferred Qualifications
Experience with Training and Work Management processes and programs.
Experience working with student staff or first time job staff
Experience working with student staff or first time job staff
Knowledge/Skills/Abilities
- Excellent customer service, interpersonal, written, and verbal communication skills.
- Excellent computer skills including knowledge and proficiency with spreadsheet, database management, and work management procedures.
- Ability to plan, organize, and review the work of staff
- Ability to develop and implement administrative policies and procedures and evaluate their effectiveness. Ability to communicate effectively.
Job Duties
Job Duty
Leadership of Work Control Center
- Provides strategic leadership and daily management of the 24/7/365 FIXX Work Control Center, which serves as the centralized hub for all maintenance and service-related communications within University Housing.
- Oversees the coordination, prioritization, and assignment of incoming service requests to ensure timely and efficient responses that align with service level agreements and student expectations.
- Leads, mentors, and develops a diverse team of full-time and student employees, fostering a culture of professionalism, accountability, and service excellence.
- Ensures all team members are properly trained in emergency response protocols, communication procedures, and use of the work management software system (e.g., AiM or similar platforms).
- Develops and implements scheduling strategies that maintain appropriate staffing levels during peak periods, breaks, and inclement weather events.
Essential Function
Yes
Percentage of Time
30
Job Duty
Personnel Management and Training
- Recruits, hires, schedules, and evaluates 2 full-time Evening Services Officers and up to 20 student workers.
- Conducts performance coaching, evaluations, and ongoing training with a focus on service consistency.
- Fosters a positive, inclusive team culture that aligns with Housing’s core values and university expectations.
Essential Function
Yes
Percentage of Time
30
Job Duty
Customer Service Excellence
- Establishes and enforces customer service standards for the Work Control Center, including response time expectations, call handling etiquette, conflict resolution protocols, and escalation procedures.
- Collaborates with housing teams to ensure service requests are resolved accurately and efficiently.
- Provides conflict resolution and follow-up to sensitive or escalated concerns.
- Partners with the Assistant Director for Work Control to develop and distribute proactive communications that inform students of service changes, outages, or important deadlines.
Essential Function
Yes
Percentage of Time
30
Job Duty
Emergency Response and Other Duties
- Participates in on-call rotation and responds to emergency events, weather incidents, and after-hours calls. (All of our staff are essential to what we do this will not change)
- Performs additional duties as assigned in support of Housing Facilities leadership.
Essential Function
Yes
Percentage of Time
10
Position Attributes
Employees in Safety-Sensitive or Security-Sensitive positions will be subject to pre-employment and post-employment drug testing in accordance with University policy HR 1.95 Drug and Alcohol Testing.
Safety Sensitive or Security Sensitive
No
Hazardous weather category
Essential
Posting Detail Information
Number of Vacancies
1
Desired Start Date
09/01/2025
Job Open Date
07/29/2025
Job Close Date
10/28/2025
Open Until Filled
No
Special Instructions to Applicant
This posting is a re-advertisement. Applications previously submitted are all being considered. Previous applicants do not need to reapply.
Positions are advertised for a minimum of five (5) business days on our job website. After five (5) business days, positions can be closed at the discretion of the department at any time. This employment site is updated on a regular basis. The length of the recruitment and screening process may vary from position to position, depending upon a variety of factors. Should review of your qualifications result in a decision to pursue your candidacy, you will be contacted by phone or email.
Positions are advertised for a minimum of five (5) business days on our job website. After five (5) business days, positions can be closed at the discretion of the department at any time. This employment site is updated on a regular basis. The length of the recruitment and screening process may vary from position to position, depending upon a variety of factors. Should review of your qualifications result in a decision to pursue your candidacy, you will be contacted by phone or email.
We are only accepting applications submitted by October 28, 2025.
The University of South Carolina offers a valuable benefits package including but not limited to:
- Health and Life Insurance
- Retirement Programs
- Paid Tuition
- Dependent Scholarships
- Annual Leave
- Sick Leave
- 13 Paid Holidays (including an extended December holiday)
- Paid Parental Leave
- Professional Development Opportunities
Click here to learn more about why you should work at USC.
Quicklink for Posting
https://uscjobs.sc.edu/postings/192033
EEO Statement
The University of South Carolina does not discriminate in educational or employment opportunities or decisions for qualified persons on the basis of age, ancestry, citizenship status, color, disability, ethnicity, familial status, gender (including transgender), gender identity or expression, genetic information, HIV/AIDs status, military status, national origin, pregnancy (false pregnancy, termination of pregnancy, childbirth, recovery therefrom or related medical conditions, breastfeeding), race, religion (including religious dress and grooming practices), sex, sexual orientation, veteran status, or any other bases under federal, state, local law, or regulations.
Salary : $49,396 - $61,745
