Student Support Staff Success

Wednesday, October 28, 2020 | 1:25PM–1:45PM ET
Session Type: Breakout Session
Delivery Format: Simulive
Managing student staff is an often overlooked yet critical function for higher ed IT support organizations. Student staff offer unique opportunities to engage with and provide support for IT's largest campus constituency on a peer level. This session highlights practices UMass Amherst IT leverages in managing student support staff successfully.

Outcomes: Explore well-defined student staff management processes including hiring, onboarding, training, daily supervision, performance management, and separation * Learn about designing and implementing student-staff-centric ServiceNow dashboards and workflows * Learn about managing and encouraging a positive student staff culture

Presenters

  • Jenna Casale

    Help Center Staff Supervisor, University of Massachusetts Amherst

  • Matt Harrington

    Head of Portfolio Management, University of Massachusetts Amherst

  • Anthony Laffan

    Help Center Manager, University of Massachusetts Amherst