We call our Help Desk the Tech Support Center and it is combined of 25
student workers and then one full-time staff member that is my right hand

The title was Tech Support Center Supervisor but we have recently changed
it to Tech Support Manager.

We also have students who are Shift Leaders and have the responsibility of
doing some of the low level tasks that the Tech Support Manager does. This
has helped in letting the Manager concentrate on higher level
responsibilities, training etc.  It also helps me out when the Manager
takes time off or is out of the office.

Hope this helps.

On Mon, Nov 7, 2016 at 8:28 PM, Charles Drawdy <[log in to unmask]
> wrote:

> First of all, I want to thank all who have responded to my request in the
> past for information and feedback. The information has been very helpful.
> I now have another request. This is more for those who manage or have a
> help desk department. I am looking at the idea of redesigning my staff's
> job description to give some of them a chance to be prompted to a more
> supervisory or team role. My current staff are called Help Desk Analysts. I
> want to create a position that is between that and me as a manager. In a
> word, I am seeking someone to be my right-hand individual. If you have any
> good ideas on a title and/or job descriptions that you can share, I would
> be very grateful if you don't mind sharing.
> Let me know if you have any questions or need some clarifications.
> G'Day,
> Charles
> Charles E Drawdy
> Manager, Help Desk
> Gallaudet Technology Services
> Gallaudet University
> [log in to unmask]
> Video Phone: 202-250-2662
> ********** Participation and subscription information for this EDUCAUSE
> Constituent Group discussion list can be found at http://www.educause.edu/
> groups/.



All technical support needs for all AU systems from Faculty, Staff and
Students need to go through the Tech Support Center.

Going through the TSC for support needs is always the best first path.

Contacting an I.T. staff directly with issues only causes more delays and

If you require assistance please contact:

Ashland University Tech Support Center
- Submit a ticket: https://kbox.it.ashland.edu/
- Phone ext. (on campus): 5405
- Phone (off campus): 419-289-5405 or 1.866.434.5222

Sandi Carpenter
Ashland University
Information Technology
Director Client Services/Tech Support Center/Audio Visual

Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.