University of Miami
Information Technology
Lab Manager Duties and Responsibilities
Responsibilities
Lab Managers are responsible for everything that is related to their lab. This includes but is not limited to:
• ensuring the proper working order of all lab equipment
• keeping the lab well-stocked with supplies
• maintaining the cleanliness and security of the lab
• supervising and training of all student employees working in the lab
◦◦ distributing lanyards and making sure they are worn
Any problems or needs that come up in the lab are to be handled and taken care of by the lab manager. All IT
policies and procedures should be followed and enforced by all Senior Staff members, on or off duty.
While on Duty
When a Lab Manager is on duty they must be in one of the labs. When in any lab, please work quietly. One
of the biggest complaints we receive from users has been about the noise level of the employees on duty. While
on duty Lab Managers should be working on the lab, preparing for training, and/or evaluating UAs—NOT doing
homework or anything other than work. You also should be wearing your lanyard and IT shirt.
Maintaining the Lab
It is the responsibility of each lab’s respective manager to keep the lab well stocked and clean.
Supplies
Each Lab Manager should keep their lab stocked with the following:
• paper
• staple remover
• toner
• staples
• pens/pencils
• three-hole punch
• staplers (electric and
• pencil sharpener
mechanical)
• scissors
•
•
•
•
paper clips
tape
tape dispenser
cleaning supplies
Restocking Supplies
When a lab is running low on supplies (other than paper or toner), You should inform Purchasing via
TCLOCK or a post-it of everything you need, so they can keep track of supply levels. If you need anything that is
not in the supply closet, you should send a message to Purchasing in TClock. You can come by and see Gary or send
a message via TClock regarding any supply, paper, or toner issues.
Purchasing Contacts
TCLOCK ID
Carlos Sainz
carlos
Gary Jaggernauth
gary
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Spring 2014
Maintaining the Lab
Paper and Toner
Where They are Stored
The paper in each lab is stored in a closet by the printers or by the UA desk. The toner is kept in the cabinet
that is usually by the UA desk. These boxes should be kept out of way and neat.
When Paper Runs Low
The lab should always be well stocked with paper. There should never be less than 5 full boxes of paper.
When the lab is low on paper, you should send a message to Purchasing in TClock to order more paper. Make sure
to identify which lab it is for. Lab Managers traditionally order 5, 10, or 15 boxes of paper at a time.
Paper delivery should be logged in the Equipment Log. You are not required to turn these receipts into the
Purchasing Manager.
Paper delivery should be the next day if the order is placed before 4 pm. If there are any problems or the paper
is not delivered within 2 days, contact Purchasing via TClock and inform them of the situation.
When Toner or Waste Toner Runs Low
Each lab should always have at least 2 unused toner cartridges and 2 unused waste toner cartridges at all
times. It is your responsibility as Lab Manager to maintain this.
If you have less than 2 unused packages of any type of toner or waste toner, you should contact Purchasing via
TClock to order more. Make sure they know which lab the order is for and how much and what kind of toner is
needed.
For any problems with toner delivery, contact Purchasing via TClock.
Toner and Paper Deliveries
Paper and toner deliveries should be recorded in the Equipment Log. As you will not always be there to
receive such deliveries, you should instruct your UAs to enter the appropriate information in the Equipment Log on
the UA desk, including the date and number of boxes. Any receipts should also be placed in this binder.
Lab Inspections
Periodic lab inspections will be made of each facility to verify that the Lab Managers are keeping the facilities
clean and orderly. These inspections will not be announced. Inspections measure the cleanliness of the facility and
are administered by a Training Coordinator.
After each inspection, you will receive a copy of your inspection results, as will Carlos and Terry. The
handout consists of an individual evaluation sheet with comments and the overall results for each lab. It is your
responsibility as an LMA to ensure that any problem areas indicated by the inspection sheet are promptly fixed. Any
catagory marked as “Dirty/Missing” one week should not appear the same way the following week. If you have any
questions, please contact the Senior Staff Training Coordinator.
A sample copy of the inspection sheet will be provided to you so that you are aware of the evaluation criteria.
The inspection results are used to evaluate your performance as an LMA.
Display Boards
Each lab has two display boards for posting lab hours, important signs, and closed dates near or on the door
of the lab. It is up to you as the LMA to keep these current and neat. New signs will be placed in your mailbox or
distributed at the weekly meeting. Please remove obsolete signs promptly to avoid confusion.
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UA Training
Weekly Meetings
Lab Managers hold a weekly training meeting for their UAs. These meetings are held after 5pm weekdays in
the Eaton Computer Lab. The UA Training Coordinator will provide training materials for these meetings at least
one week in advance. For some lessons, a Beginner and an Advanced exercise will be provided. Exams will also
have two levels. These materials should be thoroughly reviewed in advance. Lab Managers may create additional
materials to supplement the lesson and customize it to the needs of the lab with the approval of the UATC. LMAs
must provide feedback to the UA Training Coordinator so that lessons are improved and kept current.
Scheduling the UA Meetings
Meeting times are chosen at the beginning of each semester depending on your availability and the availability
of your employees. Ideally, there should be only one employee that can’t make your meeting time (the employee
on duty). Please strive to make this possible. It is beneficial for you to be able to communicate frequently with the
employees that are actually in your lab.
Meetings can have a maximum of 12 UAs. To schedule a UA for a meeting, go to the Schedule Tab of TClock
and select Display Meeting Schedule. Go to the appropriate meeting and select the Schedule for Meeting option in
that row. Select the UA from the dropdown list and click Save/OK.
If you notice a UA frequently making up their meeting at another time, discuss with them and the other LMA
the prospect of switching meetings.
Attendance
At the beginning of each meeting, you should take attendance. This may seem tedious as the semester
progresses but it is very important. The attendance sheets are used to validate employees clocking in Meeting Makeup. Also as attendance is mandatory to weekly meetings, UAs absent more than 3 times face disciplinary actions.
Make sure that you have the same number of people present as you have on the attendance sheet. Also
if anyone comes in late make sure that you record them as well. UAs clocking in meeting make-up should be
recorded as well. Make sure you have the correct name written down. Confirm any information by looking at the
Currently on Duty option on the Main Menu tab of TClock.
Materials and Exercises
The UA Training Coordinator will provide you with the material for each meeting a week ahead of time.
Please read through this material before the meeting. You should also complete any exercises. This will familiarize
you with the material and any questions your employees may ask. It also provides us with an opportunity to catch
any typos or mistaken information ahead of time. If you notice anything that is incorrect or experience difficulty
with an exercise, contact the Training Coordinator via TCLOCK, email, or phone. This way the information can be
corrected before presented to the UAs.
Exams and Quizzes
At the end of each semester of training, there will be a final exam. LMAs are responsible for administering
these tests and ensuring no cheating is occuring. LMAs are also responsible for grading and returning all tests in a
timely manner. The UA Training Coordinator will provide you with deadlines. Remember to be fair and objective.
Keep in mind that grades partly determine raises and promotions. It is the responsibility of the UAs to make up
missed exams; you are not expected to chase after any UAs to get them to do it. However, you should make a
reasonable attempt.
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UA Training (continued)
New User Assistants
It is the duty of the LMAs to make sure each person scheduled in their lab is able to function in their role as a
UA. Each semester, there is a New UA Orientation which familiarizes UAs with their responsibilities. However, for
UAs that don’t attend this orientation, the job falls to the LMAs.
When you are informed of a new UA being scheduled in your lab, you should make an effort to be there for
that UA’s first shift to show them the basics to the UA Position. If you cannot attend the UA’s shift, please make
sure the SSU on-duty knows to stop by and speak to the new employee.
For a UA’s first meeting, you should provide them with any material they missed in previous meetings. New
employees are not responsible for making up missed quizzes but the material will be on the Final and they will be
responsible for it then.
UA Website
The training schedule and all training material will be available on the UA website. The web address is http://
www.it.miami.edu/ua. Please make sure your UAs know about the site to access training materials for studying or
reference while on duty.
If you notice any errors on the UA website, please inform Gary or one of the Training Coordinators.
Meetings You Must Attend
Mandatory Meetings
Before the beginning of the Fall and Spring Semesters, LMAs and SSUs are required to attend a Mandatory
Meeting to prepare for the semester. This meeting is traditionally the Friday or Monday before the first day of
school. Please consider this before scheduling any events or purchasing plane tickets. You can contact Gary if you
are unsure about the date or time. You are required to attend this meeting.
New UA Orientation
At the beginning of each semester, we have a New UA Orientation. During this orientation, new employees
meet the staff and are introduced to the basic policies of IT and TClock. Then the LMAs lead the new UAs around
campus and inform them of their basic duties and responsibilities. It is important that each LMA be there. If you
have a scheduling conflict, you should inform Gary ahead of time.
Senior Staff Training Meeting
LMAs and SSUs are required to attend training meetings throughout the semester covering our software,
troubleshooting, and other skills to complete their jobs. At the end of each semester there will be a final exam. These
scores will be used in determining raises and considering promotions. If you cannot make it to a meeting, you must
arrange to make up the material the same week with the Senior Staff Training Coordinator.
Weekly Meeting with Full-Timers
Each week, LMAs meet with the Full-timers and SSUs to discuss the events of the week. This meeting is
scheduled around your submitted class schedule and attendance is mandatory. In addition, everything discussed in
this meeting is to remain confidential.
Semester Meeting aka Big Meeting
This is a meeting during the semester attended by all the UAs, SSUs, and LMAs in which the Full-Timers
discuss current IT issues, describe any open positions and award Certificates of Merit.
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Scheduling
Scheduling User Assistants
Lab Managers can schedule UAs throughout the semester. After the second week of school, however, all
UAs must contact Gary before their shifts can be deleted, and the UA MUST HAVE A REPLACEMENT. When
scheduling a UA, keep these rules in mind:
• UAs should only work in one lab for the Spring and Fall semester. They can work in any combinations
of labs for other schedules.
• UAs who live in the dorms should schedule in the dorm they live in.
• No more than 7 hours and no less than 2 hours per shift.
• No one-hour gaps between shifts.
• No schedule may exceed 15 hours, including the meetings.
• Where there is more than one person scheduled at the same time, stagger shifts. This means the shifts
shouldn’t start or end at the same time.
• Shifts must begin and end “on the hour,” (e.g., at 3:00, not 3:30) except for opening and closing shifts.
To schedule a UA, go to the Schedule Tab of the TClock system. Select Display Position Schedule, select the
appropriate semester and then select the UA position corresponding to your lab. Select the desired day on the
calendar and click on the time. This will prompt a page where you can select the UA name from a dropdown box
and set the Start and End times for the shift. Remember to keep the rules in mind and click Save when you are done.
Your Schedule
Your schedule should be turned in to the Payroll Office by the end of the first week of class. You should
schedule hours at various times throughout the week in your lab. Keep in mind the duties you have to accomplish
and busy times in the lab. You should be scheduled for at least 8 hours. If you need to work more than your
scheduled hours, you can work Managerial Duties, but remember you can only work a weekly total of managerial
hours equal to one third your scheduled work hours (excluding meetings). Your schedule is managed by Gary. For
any changes, please visit or TClock him.
Remember, you still receive points for deliquent entries on your timesheet, so make sure you message Central
Office concerning any lates, early clock-outs, and absences, as well as cancelled shifts.
Disciplinary Procedure
Points
Whenever UAs are late, leave early, or miss a shift, they receive points. They can appeal these points to
Central Office. The decision on whether points should be excused falls to you, their LMA. UA’s can see their points
and why they got them on TCLOCK under Display Delinquent Entries. Make sure they know about this feature.
At least once a week, Lab Managers should see Gary and pick-up messages from UAs who are appealing
points. LMAs should excuse, or not excuse, points at their own discretion. It is important to talk to the SSUs about
UA absences, late points, and early points. When excusing points, Lab Managers should keep in mind that it is the
UA’s responsibility to make all of their shifts on time, and to find a substitute if they can’t make it. If Lab Managers
don’t make a big deal about UAs missing meetings, missing shifts, and being late, UAs won’t make the effort to be
on time, make-up meetings, and find substitutes.
Make sure you keep track of points excused and not excused. This helps you keep track of excuses used and
how many times a person is late or has missed a shift. This should play a role in your decisions about their points.
It is helpful to record this in your notebook, separating the lists into excused and unexcused points and including
the date, UA name, and reason given.
When UAs get 6 or more points, they should be given a letter advising them of this and requiring that they
respond to Carlos. Creation and distribution of this letter will involve you and should be coordinated with the
Payroll Office.
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Disciplinary Procedure (continued)
Three Levels of Disciplinary Action
There are three levels of disciplinary action in our department. They are as follows:
1. Letter of Reprimand: A letter will be given to the employee and a copy kept in their file. The employee must
respond to this letter in written format.
2. Probation: The employee will receive a letter stating that they are on probation and a copy will be kept in
their file. No raises will be given for one calendar year.
3. Termination of Employment: The employee will no longer be employed by Information Technology.
Usually, disciplinary action follows this very linear path; however, steps may be skipped based upon the
severity of the infraction. As Lab Manager, it is now your responsibility to issue these warnings and letters to
employees.
Most infractions should be handled in the following way except for severe infractions (such as threatening
behavior). When reporting the incident, please be as specific as possible. Include the date, time, lab, and the
persons involved. Anyone who has been given a warning may respond in writing to the Central Office with his or
her account of the incident. It is important that you and your UAs know that.
• A letter of reprimand will be given as deemed necessary by the Central Office.
◦◦ Include the incident in your DSR and TCLOCK Central Office.
◦◦ Come in to the office to talk to Gary about the incident as soon as possible.
• Further Action will be handled by Gary and Carlos.
Letters
If you have or are given a letter to deliver to an employee, it is your responsibility that it reaches that person.
There are a few important things to do when delivering letters.
• Send a message to Central Office reporting the date the letter was delivered.
◦◦ This information goes in the employee’s file and it is very important.
◦◦ With some letters, employees are required to respond within a certain amount of time so it is
important to obtain an accurate delivery date.
• Stick around. See if they have any questions.
◦◦ The letters may be negative, but it is a good idea to be available to discuss them with the UA.
◦◦ Also, some letters have portions that must be signed and returned.
• If you never see that employee, you may seek assistance in delivering it from the SSU of their next
shift, but make sure you contact that SSU ahead of time and that they know to send a message
confirming delivery.
Repairs Procedure
In our department, we have specific staff members to handle any repairs; however, every employee is
responsible for recognizing and reporting any broken equipment. As a Lab Manager, it is important for you to
know each employee’s role in the process, including your own.
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Role of the UA
1. Call the SSU and report the problem.
2. Send a TCLOCK message to the LMA describing the problem.
Role of the SSU
1. Check out the broken equipment and see if you can fix it.
2. If unable to fix the problem, make sure there’s a broken sign on the computer and the LMA has been
informed.
3. Report the broken equipment on the Repairs Website: http://repairs.it.miami.edu
• This can also be accessed from the SSU website http://www.it.miami.edu/ssu
4. In the report be sure to include name of reporting UA and any step you took to troubleshoot the situation.
5. Also be sure to mention the problem and the steps you took to solve it in your Daily Shift Report.
Role of the LMA
1. Check the lab, TCLOCK, and the repairs website frequently for reports of damaged equipment.
2. If within your means, fix the problem.
3. If not within your means, make sure the problem has been reported on the repairs website.
• Repairs Website: http://repairs.it.miami.edu
• In the report be sure to include the name of the reporting UA and any steps you took to troubleshoot
the situation.
4. Make sure a broken sign is posted and the computer is turned off if possible.
5. Keep UAs informed on the progress of repairs.
Role of the Repairs Staff
1. Check the repairs website frequently.
2. Claim each problem promptly.
3. Execute necessary repairs.
4. Update the repairs website.
5. TCLOCK the LMA of that lab
Hurricane Procedure
During a Hurricane, the Residential Computer Labs will remain open. If you live in a dorm, you may work
in that dorm’s computer lab at this time. As an LMA, you should not come to campus during the Hurricane to
maintain the lab. Before the University closes, make sure your lab is well stocked and ready to be left unattended for
a few days. If any UAs ask you about hours, make sure to inform them that they are not required to work and may
only work extra in a lab if they live in that dorm.
Once the emergency is over, you should report to your lab and survey any damage. If everything is fine,
simply rearrange everything so that the lab can be used again. If there is any damage to the room or the equipment,
call Gary.
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Opening and Closing Procedure
Opening the Lab
1. Open the door to the lab, then close it from inside. Disable the alarm, and make sure that no one is with you
when the alarm code is entered.
2. If the Memory light on the alarm is on or blinking, notify Gary.
3. Do not allow any users in the lab until there is a UA on duty in the lab.
Closing the Lab
1. Have the UA stay until you have finished the following steps and are ready to set the alarm.
2. Make sure all windows in the lab are shut and locked.
3. Make sure the UA emptied the trash and recycling bins.
4. Make sure all machines in the lab are turned off, except the printers and the servers. These must remain on
at all times.
5. No one should be in the lab when setting the alarm.
6. Always check all doors to the labs. This includes pushing and pulling the door as if you were trying to open
it, not just checking if it is locked.
What Makes a Good Lab Manager?
• Treat UAs with respect.
• Enforce and follow the policies, especially those forbiding social networking, instant messaging, etc
while on duty.
• Answer questions to the best of your ability.
◦◦ If you don’t know the answer, then find out and get back to the person, don’t say “I don’t know”.
• Listen to your UAs – they are an important source of information about the lab and its users because
they are the ones actually in there and dealing with the issues that come up on a regular basis.
◦◦ Make time during meetings to listen to any feedback or observations/suggestions UAs may have.
• Make meetings exciting and interesting, even if the material is not.
◦◦ Do your best to promote a friendly environment, one in which people feel comfortable to say
whatever they want without fear of rejection or humiliation.
• Prepare for meetings ahead of time so that you are familiar with the material and can answer questions
pertaining to the topic and/or the training exercise, or any other questions that UAs may have.
• Be familiar with all the things the UAs should know and then some.
• Make yourself available to UAs in the event they have personal problems to discuss with you, or
anything else.
• Be positive about your job and encourage others to be positive about theirs –just think, jobs with IT
have numerous benefits.
◦◦ You can schedule your own hours, meet new people, and even do homework.
◦◦ If you like your job, it gives UAs a reason to think about liking their jobs.
Your Notebook
Each LMA should have their own notebook. This notebook should be brought to every work meeting.
You should use this notebook to keep track of excused and unexcused points. Any incidents that occur should
be recorded here. It is a good idea to record any deliveries or supply information. It can also be used to record
any ideas for training changes or improvements, as well as suggestions to future LMAs.
Again this notebook should be with you at every meeting, especially the Weekly meetings with the FullTimers. You should write down any instructions or issues mentioned in that meeting as you are responsible for
the information from that time on.
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