Director of Facilities Support Services

Widener University is seeking a strategic and results-driven Director of Facilities Support Services. This pivotal role provides comprehensive operational administrative and strategic leadership to the Facilities Management Department and institutional colleagues. The Director commands a broad portfolio of activities ranging from high-level strategic planning to tactical execution that address multi-campus cross-university projects daily operations and specialized initiatives.

Serving as a key representative of the Executive Director the position directs all external vendor negotiations consults with vital internal and external constituents and acts as the universitys primary champion for customer service excellence and operational problem-solving. Additionally the Director architects monitors and optimizes the departments administrative frameworks manages fiscal budgets and drives continuous improvement initiatives to elevate quality efficiency and the overall customer experience.

About the Department

Facilities Management staff are responsible for providing safe and beautiful facilities that support the academic mission and campus operations. The Facilities Management Mission is to continuously improve the services we provide and make the experience of students faculty staff and visitors the best it can possibly be.

DUTIES AND RESPONSIBILITIES (including but not limited to):

Essential Duties:

Strategic Leadership & General Administration

• Oversee evaluate and optimize the daily administrative functions of the department continuously refining protocols to drive operational efficiency and service quality.
• Develop and execute a comprehensive action plan and service model for administrative services to support university-wide projects and initiatives.
• Develop design and monitor departmental policies and procedures ensuring they are audited updated and implemented at least annually to maintain regulatory compliance and exceptions.
• Participate in and drive special projects and cross-functional initiatives as directed by the Executive Director prioritizing competing tasks in alignment with executive leadership goals.
• Develop processes and facility condition reports tabletop design and facilitation Oversee the lifecycle of all physical and network departmental files enforcing strict compliance with university and department data retention policies.
• Design and develop departmental newsletter and website updates along with reporting and FAQs.

Facilities Operations & Work Order Systems

• Administer current system and develop training for the enterprise facilities work order system and Computerized Maintenance Management System (CMMS) establishing protocols for high-efficiency intake prioritization tracking and closeout of maintenance requests.
• Design and deploy training guidance and ongoing performance support for technicians and supervisors utilizing the CMMS and automated dispatch workflows.
• Align and coordinate daily maintenance priorities across directors assistant directors supervisors and technicians to ensure clear organizational alignment.
  Serve as the critical liaison between administrative leadership and field technicians regarding scheduling constraints performance standards and data documentation.
• Monitor and accelerate urgent and emergency work orders ensuring immediate response and resolution.
• Create and implement program for work order audit sessions during weekly leadership meetings to analyze open items operational bottlenecks and service trends.
• Design and generate of the weekly Facilities Operations and Work Order Report utilizing CMMS data streams to map labor allocation backlog metrics and completion rates.

Business Intelligence Training & Safety

• Define Performance Metrics:
  Establish track and analyze Key Performance Indicators (KPIs) including response times backlogs and completion rates to drive data-backed team accountability.
• Deliver Executive Reporting:
  Synthesize operational data into weekly work order reports and KPI dashboards for executive review and presentation.
• Manage the Facilities Emergency Management framework designing and executing a comprehensive disaster recovery plan.
• Facilitate high-impact quarterly tabletop crisis exercises and drills for facilities personnel to guarantee team readiness.
• Work with Executive Director to create Emergency management recovery plans including all related events and exercises. .
• Form chair and maintain the state-certified Workplace Safety Committee in strict alignment with the Pennsylvania Department of Labor and Industry.
  Coordinating mandatory staff training and maintaining an audited training database.

Stakeholder Engagement & Customer Experience

• Serve as the point of escalation and primary contact for complex or high-priority requests from departments students parents and community neighbors.
• Establish and implement formal Customer Service SLAs to formalize and guarantee service delivery benchmarks.
• Manage the formal intake of community data delegating execution to internal…