Student Operations Manager and Training Coordinator

Overview

Position Title:

Student Operations Manager and Training Coordinator

Work Arrangement:
On-Site (Hamilton, NY) – expected to work fully at the designated campus/office location.

Division:
Division Dean of the Faculty

Department:
Information Technology Services - Engagement and Support

Wage/Salary: $67,000-$72,000

Employment Type:

Full Time/Part Time

Posting Date: 02/27/2026

• Accountability for ensuring that high-quality support is delivered to members of the Colgate Community by the student workforce. Lead the ITS student workforce with leadership, vision, and operational planning; coach a diverse group of students in conflict resolution, professionalism, and problem-solving.
• 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, breaks, summer periods, and extended night/weekend hours.
• Training and Development:
  Design and implement a comprehensive onboarding and training program. Mentor students in conflict resolution, translation of technical concepts, professionalism, and exposure to new technologies.
• Quality Assurance:
  Provide daily oversight and conduct quality audits of student staff to ensure tickets are logged with accurate details. Coach for complex issues and ensure proper recording, documentation, and closure for all issues.
• Performance Management:
  Meet regularly with student staff to provide performance feedback and support professional growth. Serve as an escalation point 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 internal procedure documentation to ensure consistency in service delivery and to document department activities.
• Artificial Intelligence:
  Apply best/safe practices for generative AI and guide student staff on AI-assisted workflows while ensuring compliance with Institutional AI and Data Privacy Policies and Guidelines.

• Education:
  
  A Bachelor’s degree or a combination of education and experience providing comparable skills.
• Certifications/
  
  Experience:
  
  Project Management and demonstrated ability to manage multiple projects or deadlines; experience in staff recruitment, onboarding, and coaching student staff; ability to coach students in technical and soft skills.
• Technical Proficiency:
  Knowledge of Windows and Mac OS platforms, mobile devices, and AV systems; ability to teach troubleshooting techniques and identify root causes.
• Customer Service:
  Ability to assess user technical literacy and provide empathetic, patient support; skills in translating technical concepts for diverse learners.
• Events/AV:
  Ability to translate user needs into technical support/installation requirements and guide students accordingly.
• AI Proficiency:
  Understanding of generative AI and governance for safe usage; ability to model responsible AI use and ensure adherence to policies.

• Work visa sponsorship:
  Not available.
• Physical Requirements:
  
  Not specified here.
• Department Statement: 12-month appointment; normal schedule Monday–Friday with possible 24x7 on-call and occasional evenings, nights, weekends, and holidays as assigned.

Colgate University offers a competitive benefits package, with most benefits effective on date of hire, including medical, dental, vision, retirement contributions, paid time off, paid family leave, health & wellness, continuing education, and professional development. Perks include free parking, gym discounts, bookstore savings, athletic tickets, and access to cultural and recreational facilities. See the Benefits page for full details.

The University is an equal opportunity employer. It recruits, hires, retains, promotes, and trains employees based on skills, experience, and qualifications without regard to protected characteristics.

Requisition Number: 2026S023

Posting

Job Open Date: 02/27/2026

Open Until Filled:
No

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