Manager, Digital Learning Support

University of British Columbia • Vancouver, BC

5d • CA$6,950 - CA$9,993

About The Position

UBC Sauder School of Business is a world-leading business faculty, recognized internationally for excellence in research and learning. The Sauder IT & Analytics portfolio partners with faculty, staff, students, and other institutional stakeholders to deliver and sustain relevant, reliable, and innovative information technology solutions. The Manager, Digital Learning Support is responsible for the overall operational support and delivery of the critical learning technology ecosystem (LTE) that supports UBC Sauder's teaching and learning environment. This role also oversees effective communications, planning, and support for activities related to teaching excellence using digital technologies. Additionally, the Manager provides training, troubleshooting, and expertise on digital instructional strategies, digital tools, and assessments, while collaborating with institutional partners to implement innovations and continuously improve the digital learning environment.

Requirements

• Undergraduate degree in a relevant discipline.
• Minimum of three years of related experience, or the equivalent combination of education and experience.
• Willingness to respect diverse perspectives, including perspectives in conflict with one’s own.
• Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Nice To Haves

• Experience working in technology-enabled learning and faculty/employee support environment.
• Knowledge of and comfort in a dynamic work environment with technology and technological teams, as well as a diverse set of stakeholders.
• Outstanding communication and collaboration skills are required.
• Experience with resource ticketing and allocation systems are preferred.
• Demonstrated excellent customer service skills.
• Exceptionally high level of professional work standards.
• Ability to solve problems creatively in a challenging environment with limited supervision and direction.
• Ability to thrive in a team setting in a diverse, complex and fluid environment.

Responsibilities

• Manages and is responsible for the day-to-day support and optimization of the UBC Sauder learning ecosystem across all platforms and programs.
• Provides leadership and guidance to the team utilizing a diverse set of educational technology tools and requests from faculty and program offices.
• Responsible for the UBC Sauder learning service catalogue both in leading subordinates and contributing directly when required.
• Makes decisions and recommendations on the use of the appropriate technology services and products and the purchase of software in relation to LTE.
• Provides clarity on the current state of tools and services, to envision what a future state three years ahead might look like, and to outline a roadmap to move from current to future state.
• Develops and monitors key performance indicators from various sources (ServiceNow, LTE Analytics, stakeholders) regularly and prepares both informal and formal reports as required.
• Provides advice on integrating technologies with diverse teaching approaches, including active learning, blended learning, and flipped classrooms.
• Conducts testing of new or customized application modules within the learning ecosystem to ensure application meets specifications.
• Provides, and coordinates, technical support for instructors who use educational technology tools in online exams and other assessments (e.g., midterms, finals) annually, ensuring seamless delivery and adherence to best practices.
• Consults with the school’s senior leadership and faculty to assess the needs and provides recommendations on priorities.
• Contributes to research, analysis and evaluation of new educational technology initiatives that support departmental, program and/or school objectives.
• Determines proper methodologies to implement for Learning Services and UBC Sauder.
• Serves as a project manager when required to oversee planning, execution and overall success of assigned projects.
• Coordinates, manages, develops, and publishes quick reference guides/job aids for specific and selected educational technologies for the training and reference by support resources (Teaching Assistants, Division Assistants, Program Managers, A/V classroom support staff) for Tier 1 assistance.
• Collaborates with UBC LTIC/LTHub, UBC IT and UBC Sauder IT & Analytics to provide educational technology and training support for UBC Sauder faculty and employees.
• Researches and participates in relevant, external technology-enabled teaching sessions to identify faculty training opportunities and resources.
• Plans, coordinates and conducts LTE training workshops for faculty, support staff and teaching assistants.
• Participates in campus learning technology committees and communities, as required, on behalf of the UBC Sauder Learning Services.
• Provides just-in-time support for clients; offers flexibility in contact modes and hours of availability for client support.
• Contributes to ensuring Learning Services has appropriate resources (staffing, software, hardware) to meet current and anticipated needs.
• Learns the demand cycles within each program over the academic year and monitors requests to ensure service targets are met.
• Along with the Director, contributes and prioritizes annual budget cycle requirements.
• Manages and leads a team and is responsible for performance management and evaluation, professional development, absence management, etc.
• Performs other related duties as required.

Benefits

• The Compensation Range is the span between the minimum and maximum base salary for a position.
• The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position.
• In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level