HDI Information Technology Conference 2018

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


Thursday, April 11 at 7:30 AM

View Schedule

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.

Matt Lacy

Senior IT Manager, Help Desk Central
Texas A&M University

Matt Lacy is the senior IT manager for Texas A&M University's Help Desk Central. Matt leads a team of approximately 55 student workers and six full-time staff to operate A&M's central help desk. With more than 17 years of IT experience, Matt plays an integral strategic role in many of the organization's continual service improvement efforts. Matt is currently studying management in the Mays Business School at Texas A&M University, and was the recipient of 2018 Texas A&M Student Employment Impact Award. Matt holds is certified in KCS Foundations and holds his HDI Support Center Team Lead and HDI Support Center Manager certificates.


Sally Yang

IT Manager
Texas A&M University - Division of Information Technology

Sally Yang is the IT manager for Texas A&M University's Help Desk Central. Sally's role is to supervise Help Desk Central's approximately 55 student workers. She's responsible for planning, creating, and managing the scheduling for HDC operations, and working closely with students daily to mentor, coach, and support their academic success and enrich their work experiences. Sally received her MEd in education technology, from Texas A&M.


Scotty Shepherd

Training & Quality Assurance Coordinator
Texas A&M University - Division of Information Technology

Scotty Shepherd is the Training and Quality Assurance Coordinator for Texas A&M's Help Desk Central, where he is directly responsible for the recruitment and training of student technicians. Scotty has over 13 years of IT experience and has been teaching other IT professionals since 2008. Prior to joining the Help Desk Central team, Scotty served as the IT manager for the Texas A&M Health Science Center Help Desk and Bryan Support Team. Scotty received his BA in history with a minor in psychology from Texas A&M.