Student Operations Manager and Training Coordinator

Responsibilities

• Provide leadership, vision, and operational planning for the ITS student workforce.
• Lead recruitment, hiring, and onboarding processes for a diverse team of student employees.
• Create and maintain complex staffing schedules to ensure service coverage during academic years, breaks, and weekends.
• Design and implement comprehensive training programs, including technical troubleshooting and soft skills like conflict resolution.
• Perform quality audits of student staff to ensure accurate ticket logging and documentation.
• Mentor students in professional etiquette, technical translation, and problem-solving.
• Analyze operational metrics to gauge the effectiveness of training and support quality.
• Guide student staff on the responsible and efficient use of generative AI tools in alignment with institutional policies.

Requirements

• Bachelor’s degree or an equivalent combination of education and experience.
• Proven experience in staffing, leadership, and managing personnel in a shift-based environment.
• Strong project management skills with the ability to manage multiple deadlines and complex objectives.
• Technical proficiency in Windows and Mac OS platforms, mobile devices, and AV systems.
• Demonstrated ability to design instructional curricula and training materials.
• Exceptional customer service expertise and the ability to deliver empathetic, patient support.
• Proficiency in leveraging generative AI tools to streamline workflows.

Benefits

• Competitive benefits package including medical, dental, and vision coverage.
• Retirement contributions and paid time off.
• Paid family leave and health & wellness programs.
• Opportunities for continuing education and professional development.
• Unique perks such as free parking, gym discounts, and access to athletic tickets and cultural facilities.

About the Company

Colgate University is a leading liberal arts institution dedicated to excellence in teaching, research, and service. Our Information Technology Services (ITS) department provides essential technical support and engagement to the entire Colgate community, fostering a technologically advanced environment for learning and growth.