Instructional Technology Support Manager - 530562
About The Position
The Instructional Technology Support Manager oversees the help desk operations for the Technical Support Services team. Supervises staff and student workers. Serves as an escalation point for complex technical issues. Provides expert guidance to faculty and staff regarding course design and third-party tools to ensure optimal operability within the LMS. Provides tutorials and training opportunities for internal and external stakeholders. Evaluates data to identify areas of improvement. Serves as the lead technical support resource for the department’s help desk operations. Coordinates daily help desk operations, provides advanced troubleshooting and escalation support, and ensures consistent and timely services to faculty, staff, students, and external users. Supervises assigned professional and student employees, including responsibility for training, work allocation, performance feedback, and service quality. Assists leadership by coordinating technical support operations and maintaining continuity of services outside of standard operating hours.
Requirements
- Master's degree and two (2) years of LMS support, technical support, or help desk management experience; OR bachelor's degree and four (4) years of LMS support, technical support, or help desk management experience; OR associate's degree and six (6) years of LMS support, technical support, or help desk management experience.
- Proven track record of excellent technical support, troubleshooting skills and problem-solving skills.
- Ability to analyze data and improve processes, develop training resources, and support documentation.
- Extensive knowledge of Blackboard LMS and help desk software.
- Strong customer service and communication skills and team coordination.
Nice To Haves
- Experience providing technical support for instructional technologies, learning management systems, educational software, help desk operations or comparable enterprise applications.
- Experience with help desk operations.
Responsibilities
- Oversees help desk operations for the Technical Support Services team.
- Supervises staff and student workers.
- Serves as an escalation point for complex technical issues.
- Provides expert guidance to faculty and staff regarding course design and third-party tools to ensure optimal operability within the LMS.
- Provides tutorials and training opportunities for internal and external stakeholders.
- Evaluates data to identify areas of improvement.
- Coordinates daily help desk operations.
- Provides advanced troubleshooting and escalation support.
- Ensures consistent and timely services to faculty, staff, students, and external users.
- Supervises assigned professional and student employees, including responsibility for training, work allocation, performance feedback, and service quality.
- Assists leadership by coordinating technical support operations and maintaining continuity of services outside of standard operating hours.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
