IMS is comprised of three divisions and as such has three core job positions: Lab Consultants, Classroom Support Technicians and Event Technicians. The three core divisions are supported directly and indirectly by 18 student manager positions and 3 full-time professional staff positions. Our student management hierarchy is as follows:
- Resolve user inquiries regarding lab software and hardware operation
- Perform maintenance and repair on lab equipments to ensure their seamless operation
- Report un-resolved technical issues to the Classroom Support team via RT
- Assist in classroom maintenance as part of the Room Checking program
- Assist in Classroom Support when dispatched by the office manager
- Respond immediately to requests for printer paper, toner, and other supplies as needed.
- Enforce the comprehensive Academic Computing Lab Usage Policy
Key qualifications
- Maintain equipment in the academic computing labs and multimedia classrooms around campus
- Address/resolve issues reported on the Classroom Help Line regarding classroom technology operation
- Review outstanding issues on the RT queue and resolve tickets where possible
- Install and repair hardware, software, or peripheral equipments, following design or installation specifications
- During events: Responsible for delivery, setup, maintenance, operation, and retrieval of IMS-owned equipment as per direction on Event Request form
- All other times: Perform Events-related duties as assigned by Events Managers or staff, such as, post-production, delivery of equipment or media, equipment repair, maintenance, organization, training, or other special projects.
Managing Student Managers
- Plan and implement feasible long-term and semester goals in conjunction with the head managers of each group
- Ensure that each group is managed effectively by providing supervision through regular meetings with student managers
- Lead weekly student staff meetings, ensuring that managers meet their respective goals for the semester by each deadline
Liaison With Professional Staff
- Serve as point person between the student mangers and professional staff members of IMS
- Organize and keep minutes of weekly professional staff meetings, and ensure that action points and agendas are kept up to date
Managing Student Employees
- Define and maintain policies and procedures for each division
- Enforce policy compliance within the group ensure that any disciplinary action taken for policy and procedure violations are carried out and meted out fairly and justly
Operations
- Carry out the weekly process of payroll approvals
- Update and maintain a complete list of student employees on the Timeclock Management System as well as the various listservs used for communication
- Review and submit payroll sheets at the start of each semester, and provide regular updates to ITS when required
Hiring and Training
- Identify hiring needs and assist the General Student Manager in recruiting, interviewing and selecting new IMS student staff
- Design and Conduct the New Employee Training Program along with the respective training coordinators in Events and Classroom Support
- Evaluate the training program and submit all evaluations to the General Student Manager for review at mid-semester and at semester end
- Keep track of attendance and grades obtained by trainees in the training program in a manner accessible by senior managers
- Upon hiring, maintain records for each new staff outlining their training and job performance throughout their employment with IMS
In-Service Training Program
- Communicate with managers on areas for current employees to be re-trained in, or new areas that they should be made competent in
- Ensure that certification and evaluation programs are regularly maintained and employee reviews are conducted in a timely fashion
Operations and Communications
- Update and maintain a current documentation of IMS job description and group policies
- Manage and update the Alumni listserv and the Alumni network on LinkedIn each semester
- Manage the design and implementation of IMS-Net (Alumni newsletter) aimed at reaching out to and updating alumni on changes and happenings within IMS
Hiring and Training
- Assist in the advertising, recruiting and hiring process of new IMS employees
- Work with a group's training managers (CS or Events) to plan and conduct lessons for new trainees
- Tracks trainees' progress by developing and grading quizzes and tests after each IMS lesson
In-service Training
- Maintain student employee profiles for the purpose of evaluating current practices and performance
- Ensure the completion and collection of evaluations by all employees and by mystery shoppers by semester end
- Participate in arranging in-service training to ensure a proficient level of knowledge and customer skills amongst all employees
Operations
- Maintain the HR Wiki pages by updating published job descriptions and policies
- Assist the Head HR manager with Alumni relations and communications
- Define and review goals for the Events division at the start of each semester. Ensure goals within sub divisions are in alignment with overall goals
- Set the weekly schedule of students based on student availability, event needs, and Inventory & Logistics and Post-production & Training managers needs
- Manage and schedule the inventory team to ensure that they are adequately trained
- Monitor the assignment of equipment by Inventory Staff to specific events to make sure all events have adequate coverage and equipment usage and personnel are documented properly
- Monitor events to prevent missed or under-supported events. Keep a running log of missed and late shifts to monitor the performance of Event Techs, reporting to the General Student Manager when multiple policy violations occur
- Be first point of contact on the scene for event issues during the evening
- Provide post-event briefings to the General Student Manager and Staff members after any incident
- Monitor late time and shift utilization to make sure that technicians are adequately scheduled for assigned duties
- Manage the post-production queue by taking note of all events requiring post-production services and ensuring that recorded material enters the post production workflow
- Ensure that post-production tasks are completed on time (3 day turnaround), that they are of high-quality and they satisfy the requests and/or needs of the customer
- Provide adequate training of the post-production techs
- Responsible for the proper maintenance of software, hardware, and supplies needed to handle post-production tasks
- Ensure that the IMS Events Post Production office space is clean and organized
- Implement a training program for new employees to train them in software use, equipment use, and customer service
- Certify techs in software and equipment use
- Plan long-term and semester goals with the General Student manager and the Classroom Support Staff Member
- Assist the Classroom Support Staff Member in conducting a regular review of all outstanding tickets in the RT and assigning tickets to techs when necessary
- Schedule tech hours at the start of the semester
- Attend weekly student manager meetings to present weekly progress
- Take record of absences from shifts on a weekly basis
- Ensure that an adequate number of techs are hired and trained effectively
- Make sure that the tools needed are available and organized
- Work with the Lab Coordinator to facilitate the room checking program
- Work with senior managers to define the level of proficiency expected of the trainees
- Develop training materials, procedures and design classes to train recruits in the proper use and troubleshooting of hardware and software
- Initiate and maintain the 3 grades of Classroom Support Techs along with the full-time staff member
- Work with HR to develop and implement a Certification system
- Hold regular meetings with the lab managers to discuss ongoing matters and possible improvements
- Ensure that labs are adequately staffed and trained
- Ensure the coordination of the Mystery Shopper Program with the HR Team and General Manager
- Manage the room checking program and ensure coordination of Lab Technical Maintenance with the Tech Team
- Compile Shift Logs on a weekly basis and keep a running tally of Missed Shifts/Late Shifts/Substitutions etc.
- Keep up with Lab Imaging issues and handle dissemination of information as needed
- Conduct informal discussions with faculty/students on potential software addition or maintenance that must be undertaken in the labs
- Oversee student employees to verify that they have an adequate level of knowledge required
- Make sure student employees are responsible when performing their duties
- Make sure student employees are familiar with and enforce the Lab Usage Polices
- Ensure that student employees are scheduled to cover the entire duration of the lab's operating hours
- Oversee the functioning of the hardware (computers, printers, scanners, projectors, cabinets, locks, paper cutters, lab phones, staplers) in their lab, make sure any reported issues are reported and resolved in a timely manner
- Oversee the adequate functioning of software applications in the lab and make sure all issues have been reported and resolved in a timely fashion
- Organize bi-weekly lab meetings to discuss lab matters
- Ensure that lab supplies are fully stocked at all times
IMS is a subdivision of ITS, Wesleyan University