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Breakfast Briefing: Applying Workforce Management in a Student-Run Service Desk

Matt Lacy (Senior IT Manager, Texas A&M University - Division of Information Technology)

Sally Yang (IT Manager, Texas A&M University - Division of Information Technology)

Scotty Shepherd (Training & Quality Assurance Coordinator, Texas A&M University - Division of Information Technology)

Location: Panzacola F3/4

Date: Thursday, April 11

Time: 7:30am - 8:15am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Breakfast Briefing, People, Culture, and Performance

Format: Case Study

Vault Recording: TBD

Audience Level: All

Managing part-time student technicians can be challenging, especially with a 24/7/365 service desk, but that's the day-to-day reality for Texas A&M's Help Desk Central (HDC). With over 55 student employees, HDC relies primarily on its student workforce to maintain operational needs, while balancing their academic and occupational commitments.

In this briefing, the TAMU team will provide insight into managing a predominantly student workforce, including practical management techniques , systematic recruiting methods, peer-to-peer training practices, and quality assurance standards. They'll will share their successes in overcoming the challenges of managing part-time student technicians, and explore how workforce management improved accountability, how schedule forecasting reduced payroll expenses, and how a virtual swap board enhanced student schedule flexibility.