Student Operations Lead & Training Strategist

Student Operations Manager and Training Coordinator is a full‑time position based on‑site at Hamilton, NY, supporting the ITS Service Desk. The role provides leadership, vision, and operational planning for a student workforce, plus training and mentorship to build professional skills. Accountabilities The Student Operations Manager and Training Coordinator provides leadership, vision, and operational planning for the ITS student workforce that supports the Colgate community. The manager coaches 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. Key responsibilities include: 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; actively 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 more complex issues and ensure proper recording, documentation and closure of 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: Apply best and safe practices for generative AI and use AI to achieve desired results. Professional Experience and Qualifications Project Management – Demonstrated ability to manage multiple projects or deadlines and break up complex objectives into actionable milestones. Staffing & Leadership – Experience with effective recruitment, hiring practices, onboarding and coaching student staff; managing personnel logistics in a shift‑based environment; fostering professional growth in young professionals and student staff. Training & Mentorship – Demonstrated ability to design training materials and instructional curricula tailored to varying skill levels; experience in teaching technical troubleshooting and soft skills such as conflict resolution and professional etiquette. Diagnostics & Technical Proficiency – Knowledge of Windows and Mac OS platforms, mobile devices, and AV systems; ability to teach troubleshooting techniques, identify root causes and coach students on resolving typical user situations. Customer Service – Ability to assess user technical literacy and deliver empathetic, patient support via oral and written communication; skilled at teaching translation and interpretation skills to student staff. Events/AV – Proven ability to understand user needs and translate those into specific technical support/installation requirements, and guide students in supporting these needs. Artificial Intelligence (AI) – Proficient in leveraging generative AI tools to streamline administrative workflows while protecting institutional data; experienced in modeling responsible use of AI for a team of student employees; guide student staff on best practices for AI‑assisted workflows, evaluate quality of AI generated work and ensure adherence to Institutional AI and Data Privacy Policies and Guidelines. Preferred Qualifications Education: A bachelor’s degree or combination of education and experience from which comparable skills are obtained is required. Other Information Work visa sponsorship is not available for this position. Benefits Colgate University offers a competitive benefits package, with most benefits effective on the date of hire. Highlights include medical, dental, vision, retirement contributions, paid time off, paid family leave, health & wellness, continuing education and professional development. We also offer unique perks such as free parking, gym discounts, bookstore savings, athletic tickets, and access to cultural and recreational facilities. EEO Statement The University recognizes that equal employment opportunity can only be achieved through demonstrated leadership. It is the Policy of the University to recruit, employ, retain, promote, and train employees on the basis of skills and experience, capacity to do the job, and valid job qualifications without regard to any characteristics protected by applicable local, state or federal laws. #J-18808-Ljbffr Colgate University