Student Operations Manager and Training Coordinator

Appointed as a 12-month position. Employment is subject to the terms and conditions of Colgate University Human Resources policy and practice, consistent with the laws of the State of New York. Normal schedule is daily Monday through Friday coinciding with the operating hours of the Colgate University ITS Service Desk. Periodic assignments of 24×7 on-call service, as scheduled. Occasional evening, overnight, weekend and holiday work, as assigned.

Accountabilities

The Student Operations Manager and Training Coordinator provides leadership, vision, and operational planning for the ITS student workforce that supports the Colgate community. Beyond daily oversight, this role aims to provide students with a professional "skills lab." The Manager will coach a diverse group of students, facilitating experience in conflict resolution, technical translation, professionalism, and problem-solving, ensuring they develop valuable skills that translate to future roles.

Accountable for ensuring that high-quality support is delivered to members of the Colgate Community by the student workforce. This role provides leadership as a mentor and manager to the student staff with specific responsibilities including, but not limited to:

* Recruitment and Staffing:
Lead the recruiting and hiring process for student employees, ensuring a diverse and capable team. Create and maintain complex staffing schedules to ensure service coverage during the academic year, as well as during breaks, summer periods, and extended night/weekend hours.

* Training and Development :
Design and implement a comprehensive onboarding and training program. Actively mentor students in areas such as conflict resolution, translation of technical concepts, professionalism, and exposure to new technologies.

* Quality Assurance:
Provide daily oversight and perform quality audits of student staff to ensure tickets are logged with accurate details. Provide coaching for more complex issues and ensure proper recording, documentation, and closure for all issues.

* Performance Management:
Meet regularly with student staff to provide performance feedback, helping students grow professionally. Serve as an escalation point for student workers during difficult client interactions.

* Operational Metrics:
Obtain and analyze metrics related to student performance and Service Desk activities to gauge the effectiveness of the training program and student support quality.

* Process Documentation:
Create and maintain documentation on internal procedures to ensure consistency in student service delivery and document various department activities.

* Artificial intelligence: understanding of best/safe practices for generative AI and how to use AI to get desired results.