Supervisor of Instructional Support Services
About The Position
Supervises daily operations of the student support staff in Instructional Support Services. Responsibilities include planning and overseeing student staff work activities, responding to customer inquiries and escalations, monitoring and acting upon appropriate metrics and effective problem resolution. Interview, hire, train, mentor, schedule, and budget student support staff in Instructional Support Services (ISS) lab and classrooms. Classroom and lab end-user support visit locations across campus to help instructors with equipment or software problems, training on equipment and/or software. Create tickets, determine solutions to problems, install backup or replacement equipment as needed. Create & Maintain ISS website, ISS Canvas course documentation, maintain 25 Live features for all ISS supported Classrooms Manage ISS Swipe card access system for classroom/labs Collaborate with campus partners in operation of shared computer lab spaces Create training materials and videos for student, faculty, and staff Conference room AV builds in partnership with facilities management, including troubleshooting of existing installations as issues arise. Conduct annual AV Audit Provide on-boarding/off-boarding paperwork for all ITS student staff. Compile and provide reports and analytics as requested.
Requirements
- Bachelor's degree or equivalent combination of education and experience
- At least 2 years of experience from which comparable knowledge and skills can be acquired is necessary.
Nice To Haves
- Management/supervisory experience - 1 year
- In depth knowledge of Microsoft Windows & Office
- Mac OS & iOS knowledge
- Experience with When to Work software
- Audio-Visual equipment and support knowledge, including TV studio
- Excellent Customer Service Skills
- Self-motived and the ability to work independently and with other teams and managers as needed
Responsibilities
- Supervises daily operations of the student support staff in Instructional Support Services.
- Planning and overseeing student staff work activities
- Responding to customer inquiries and escalations
- Monitoring and acting upon appropriate metrics and effective problem resolution.
- Interview, hire, train, mentor, schedule, and budget student support staff in Instructional Support Services (ISS) lab and classrooms.
- Classroom and lab end-user support visit locations across campus to help instructors with equipment or software problems, training on equipment and/or software.
- Create tickets, determine solutions to problems, install backup or replacement equipment as needed.
- Create & Maintain ISS website, ISS Canvas course documentation, maintain 25 Live features for all ISS supported Classrooms
- Manage ISS Swipe card access system for classroom/labs
- Collaborate with campus partners in operation of shared computer lab spaces
- Create training materials and videos for student, faculty, and staff
- Conference room AV builds in partnership with facilities management, including troubleshooting of existing installations as issues arise.
- Conduct annual AV Audit
- Provide on-boarding/off-boarding paperwork for all ITS student staff.
- Compile and provide reports and analytics as requested.
Benefits
- medical
- dental
- vision plans
- retirement
- paid time off
- short- and long-term disability
- paid parental leave
- paid caregiver leave
- educational fee discounts for all four UM System campuses
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Industry
Educational Services
Number of Employees
5,001-10,000 employees
