Overview

The New School in NYC is the only university where a world-renowned design school comes together with premier undergraduate and graduate programs and colleges to seek out ways to create a more just, beautiful, and better-designed world. We are seeking a Weekend Manager with operational experience who focuses on an excellent customer service experience. Reporting to the Senior Manager of Learning Space Operations, the Weekend Manager will work with a team of Assistant Managers, Technology Center Supervisors, and Student Workers to maintain operational support of our Learning Spaces during their two weekend and three weekday shifts.

This is a fully onsite position and requires flexibility in hours and work in various locations throughout our NYC Village campus, as needed, to accommodate University or departmental needs. Availability to work some evening hours may occasionally be needed.

The New School is strongly committed to diversity and inclusion in the workplace and particularly seeks applications from members of underrepresented groups, as well as candidates who share this commitment. 

RESPONSIBILITIES

  • Single point of contact for customer service and customer support for Learning Space Operations print services during the weekend.
  • Provide in-class support services by going on-site to classrooms as directed by IT Central to assist instructors with technology issues during their class, and escalating as needed.
  • Collaborate with management to assess operations and make recommendations to resolve and improve work processes.
  • Collect and present data to support recommendations for service improvements.
  • Track office supplies, print consumables, and receipt of purchase orders.
  • Perform administrative tasks related to Learning Spaces Operations as needed and according to assigned areas.
  • Act as Manager-on-Duty and represent IT Management during assigned shifts, providing direct oversight of all Learning Spaces facilities operations and daily duties of part-time-staff.
  • Use SLA as a measure to report progress and achievements to upper management regularly, providing statistics and improvement plans.
  • Follow up on outstanding classroom issues working in tandem with other IT groups and various departments throughout campus.
  • Serve as an escalation point for incidents or request not resolved by front line staff and follow up on emails in Learning Space email inbox.
  • Train and mentor staff to provide a successful customer experience.
  • Other duties as assigned.

MINIMUM QUALIFICATIONS

  • Bachelor’s degree (BA or BS) or equivalent professional level work experience in educational technology or related field.
  • Available to work weekends and some weekdays and occasionally evenings.
  • Experience managing a high demand, technology services facilities and sharing responsibilities with a talented team with strong technical skills.
  • Experience with printing and resolving printing issues.
  • Reliable and effective time management skills.
  • Advanced level of technical, communication, written and spoken, and administrative skills.

 

PREFERRED QUALIFICATIONS

  • Experience in an Academic Environment.
  • Experience in researching support and management systems.
  • Experience managing part time staff. Team leader and team player.
  • Effective and efficient project coordinator.
  • Experience with ITIL or other IT Service Management framework.
  • Experience with a Customer Service ticketing system.

WORK MODE

  • On-Campus Position – Employees in this position are expected to work on-campus during regularly scheduled work hours due to the nature of the work being that which is not feasible, or not in the best interest of the organization, to be performed remotely.

SALARY

$62,400 – $65,000

We look forward to receiving your application!

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