Hardware Office (io) Supervisor, Student Technology Collaborative (closed)

HIRING MANAGER

Loriann Seluga, Director, Student Technology Collaborative
 

POSITION FOCUS

The Student Technology Collaborative (STC) employs roughly 150 students to perform various I.T. related tasks on campus.  Reporting to the Director of STC, the io Supervisor position is responsible for the oversight of work performed in the hardware office (io). The io Supervisor is also responsible for accurate reporting of student worker’s time (via ServiceNow), io organization and processes, and oversight of student-run committees that are related to the io. The io Supervisor will keep up to date on the latest consumer technologies and help STC Management make decisions about tools and procedures for io workers to use and follow.  Collaborating with other members of Management, the io Supervisor will keep members of STC informed of important situations as they may arise. The io Supervisor position is responsible for ensuring that vendor warranty repairs are carried out according to Yale’s agreements with respective vendors, and guides the io workers through the vendor process as needed. As much as 50% of the io Supervisor’s time will be dedicated to educating the io workers about general pc/Mac hardware repair, as well as other I.T. related tasks, including providing guidance to io workers who show interest in I.T. related careers. The io Supervisor will identify student leaders, and provide resources for the students to achieve at their own pace.

Position Responsibilities:
  1. Ensure that tickets handled in the io are completed in a timely manner
  2. Ensure that io workers have the resources needed to learn about the work they perform
  3. Provide guidance and feedback to io workers
  4. Provide a positive example of being an I.T. professional
  5. Maintain relevant industry certifications, both for training and reference
  6. Maintain io infrastructure
  7. Meet regularly with student lead committees to provide guidance
  8. Ensure that all work in the io is carried out safely
  9. Identify individuals interested in I.T. and STC and provide advancement opportunities
  10. Duties as required
 
By the end of the 6 months opportunity, the candidate should be able to:
  • Have an understanding of ongoing mentorship and feedback to employees
  • Have experience with management and oversight of a space/program
  • Effectively identified opportunities for process improvement, created solutions, and implemented those changes
The candidate would have as many of these skills and abilities as possible:
 
Required Skills/Ability
  • Excellent hardware repair skills
  • Excellent verbal/written communication skills
  • Excellent customer service skills
  • Ability to comfortably work one-on-one with people and provide nurturing, productive feedback in difficult situations
  • Create solutions to issues as they arise and document processes and procedures
  • Ability to think creatively
  • Desire to work with students
  • Strong familiarity with Service Now and ITIL processes
IT Fields of Interest
  •  Management
  •  Training / Knowledge Management
Preferred skills
  • Hardware certification (prefer Apple or Lenovo)
Resources for training related to this position:
  • Apple Certified Mac Technician (ACMT) Certification
  • Lynda.com A+ Essentials (220-802 Exam)