Student Employment - Service Center Student Manager

Service Center Student Managers assist in the operational management of the IT Service Center, including, but not limited to: hiring, scheduling, and supervision of student employees; monitoring of IT Service Center communications (email, voice mail, and problem tickets); ensure customers receive effective, timely technical assistance with their problems; provide both end-user and internal documentation as needed; assist in the development and supervision of training for IT Service Center students; and maintain IT Service Center web pages. Maintain a high level of professional competency and work with the Service Center Manager on setting short and long term goals. Other duties as assigned by the Service Center Manager.

Hours Per Week: 20-25 (up to 40 hours a week when class is not in session)
Starting Wage: $19.25 during training period, $20.25 when working independently
Reports To: IT Service Center Manager

Duties and Responsibilities:

    • Supervise IT Service Center student staff 

      • Hire student employees as needed 
      • Schedule student 
      • Train students 
      • Perform regular student evaluations 

    • Ensure that IT Service Center customers receive effective, timely technical assistance 
    • Work with IT functional groups to provide solutions  
    • Assist in the development of IT Service Center policies and procedures 
    • Assist the Service Center Manager in assessing IT Service Center needs for short-term and long-term planning 
    • Review tickets assigned to the IT Service Center on a daily basis to ensure they are taken care of in a timely manner 
    • Follow up on tickets as needed 
    • Coordinate and lead regular meetings 
    • Review NDSU e-mail and voice mail message to ensure that they are taken care of in a timely manner 
    • Develop and maintain, with assistance of other IT Service Center staff, a training program to be used by full-time and student staff in the IT Service Center 
    • Provide end-user documentation, IT Service Center Troubleshooting Guides and Information Guides as needed. 
    • Develop and maintain a training program to be used by full-time and student staff in the IT Service Center 
    • Assist in the maintenance of the IT Service Center web page and other external publications
    • Duties and responsibilities of a Service Center Senior Consultant 
    • Maintain a high-level of professionalism and perform other duties as directed or assigned by Service Center management 

Minimum Qualifications: 

  • Proven oral and written communication skills 
  • Demonstrated leadership ability 
  • Ability to maintain a high level of professionalism 

Preferred Qualifications: 

  • Experience as a Service Center Student Consultant (Tier 2) or other IT Service Center supervisory position for one year or equivalent work experience 
  • Supervisory/Management experience 
  • Experience in phone-based technical support 
  • Proven ability to complete projects and duties in a self-directed manner

Required Application Materials:

  • SES Application
  • Cover letter highlighting experience and qualifications
  • Resume

Keywords:
Help Desk, Student, Manager, Employee, Employment 
Doc ID:
99708
Owned by:
Wendy B. in NDSU IT Knowledge Base
Created:
2020-03-30
Updated:
2024-10-17
Sites:
NDSU IT Knowledge Base