Assistant Program Director for Residential Services

University of North Carolina at Chapel Hill   Chapel Hill, NC   Full-time     Education
Posted on November 14, 2022
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Assistant Program Director for Residential Services

Position Number: 00055539

Vacancy ID:  NF0006434

Department: ITS - Customer Experience-607000ITS - Customer Experience - 607000

Classification/Appointment Type:  EHRA Non-Faculty

Full Time Equivalent (FTE):  1

Full Time/Part Time Permanent/Time Limited: 

If time-limited, estimated duration of appointment:  

Hours Per Week:  40

Job Code ID:  IT Client Support Manager - 1

Salary Shown to Applicants (Hiring Range):  $60,000 - $80,000

Salary Grade Equivalency:  

FLSA Designation:  Exempt

Duties Exempt:  Yes

Department Description:  
ITS Customer Experience & Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units. Among its functions, CE&E provides website, communications, digital accessibility, and voice services, and support from the Service Desk, including the Business Systems Help Desk.

Equal Opportunity Employer:  

The University of North Carolina at Chapel Hill is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or status as a protected veteran.

Position Description:  

This position may be eligible for a hybrid work arrangement that may include a partially remote work location, consistent with System Office policy. UNC Chapel Hill employees are generally required to reside within a reasonable commuting distance of their assigned duty station.

This position is primarily responsible for managing the technology support solutions available to the residential population of Carolina Housing, comprising of over 8,000 students each year. This position works closely with the Assistant Program Director for Professional Services to manage the residential student staff of the ResNET program, including the recruitment, selection, training/education, assessment, retention, and off-boarding processes for 40+ Residential Computing Consultants and 5 Senior Residential Computing Consultants. This person will also be responsible for providing guidance to the student led marketing efforts of the ResNET program in order to represent the services available to Carolina Housing residents. Lastly, this position shares responsibility for the operation of the Carolina Gaming Arena with other full-time ResNET staff and is primarily responsible for the student outreach and engagement practices of the resource. All professional staff are expected to work together when needed to fulfill the needs of the ResNET program.

Essential Skills, Knowledge and Abilities:  

- Applicant should have the ability to troubleshoot moderately complicated technology issues or learn new technology quickly.
- Applicant should demonstrate professional people management and leadership skills.
- Applicant should have the ability to manage multiple simultaneous projects.
- Applicant should have strong experience operating in a Microsoft Office 365 environment.
- Applicant should have experience using tools such as ServiceNow to receive, route and respond to help client issues.
- Applicant should have strong customer service skills.

Education Requirements:  
Master’s or Bachelors and 0-2 years’ experience; or will accept a combination of related education and experience in substitution.

Qualifications and Experience:  

- Experience with StarRez or other ERP systems.
- Experience hiring, training, and leading student staff.
- Experience in a university or higher-education setting.
- Experience working with remote or in-person clients in a technical help situation.
- Graphic design or social media management experience.

Quick Link for Direct Access to Posting:

Posting Open Date:  11/08/2022

Posting Close Date:  11/22/2022

Open Until Filled:  No

Office of Human Resources Contact Information:  If you experience any problems accessing the system or have questions about the application process, please contact the Office of Human Resources at (919) 843-2300 or send an email to
Please note: The Office of Human Resources will not be able to provide specific updates regarding position or application status.