Help@Ames Student Manager Job Description

Job Title: Help@Ames Student Manager

Department:

The Ames Library and

Information Technology (ITS)

Reports To: IT Services Coordinator and Information Services Librarian

REQUIREMENTS:

Must have worked as a Help@Ames Desk Associate for a minimum of 2 years.

SUMMARY:

The position of Help@Ames Student Manager is leadership intensive. A successful candidate will need to demonstrate strong team building, communication, and organizational skills. He or she must have enough knowledge of the services provided, campus technologies, and inner workings of ITS and/or The Ames Library to effectively mentor new Help@Ames Student Assistants and ensure that the Help@Ames Desk is efficiently and effectively serving the IWU community. The Help@Ames Student Manager will work closely with the IT Services Coordinator and Information Services Librarian to examine the needs of the IWU community and oversee the implementation of plans and strategies to improve service provided by the Help@Ames Desk.

RESPONSIBILITIES:

Overseeing the Help@Ames Associates and ensure all Help Desk employees are following proper procedures when interacting with clients

Conducting weekly staff meetings informing Help@Ames Associates about relevant information in ITS and the Library, current trends, and identifying areas of improvement

Delegating and monitoring projects assigned to Help@Ames Associates

Communicating with the IT Services Coordinator and the Information Services Librarian about current issues in general or at the Help@Ames Desk specifically and creating a game plan that will meet the needs of clients

Assuring focus of Help@Ames Associates toward the goals of:  service, professionalism, and empowering users

Implementing appropriate behavior modification methods for any Help@Ames Student Assistants that are not meeting the expectations and fulfilling the responsibilities outlined in the Help@Ames Job Description

Creating and managing schedules for each semester, finals week, university recesses, May Term, and summer vacation

CRITICAL JOB KNOWLEDGE:  

Thorough understanding of :