The New School Learning Space Operations Manager in New York, New York

Responsibilities:

• Oversee Learning Space Operations, which includes university labs, instructional spaces and specialty instructional facilities • Manage Preventative Maintenance (PreMa) • Primary monitor of customer facing email (LSO email) • Implement and assess Service Level Agreements (SLA’s) to ensure that they are met and exceeded. Use SLA’s to measure and improve the quality of service and support. • Anticipate issues that impact work processes and make recommendations to resolve and improve • Acts as Security and Facilities liaison and HR escalation point person • Hire and manage full-time and part-time staffers • HR and Payroll liaison for PT staff • Monitor and enforce staff attendance follow up (present at Return To Work meetings) • Manage, schedule, train and coach technical support staff. • Mentors junior staff • Plan and maintains full-time schedule • Design, deliver and oversee adequate training program for service desk staff • Oversee common Lab Aide training and assessment (Assistant Managers oversee location specific training). • Set training and certification objectives • Maintain and report statistics and metrics • Maintain and report supply and equipment inventories • InFLow Administration • Recommend, implement and maintain internal systems and related projects • Update and maintain signage, web page maintenance/development and documentation • Provide/coordinate technical support/assistance to faculty and students • Faculty and student liaison for Learning Spaces support • Position requirements: • Work shifts in the evening • Available to work weekends • Covering other Manager On Duty shifts when Assistant Managers are on leave (Vacation, etc) • Other duties as assigned

Minimum Qualifications:

• Bachelor’s degree (BA or BS) • At least 4 years of experience managing full-time and part-time staff • At least 4 years of customer support and customer service experience • Ability to identify and troubleshoot user error and technical problems • Ability to diffuse/mediate conflict towards resolution • Excellent verbal and written communication skills and the ability to write clear shift

Preferred Qualifications:

• Professional level work experience in the educational technology sector or closely related field. • ITIL Foundation Certified 09