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Learning Technology Support Supervisor
2 months ago
The University of Massachusetts is seeking a highly skilled Learning Technology Support Supervisor to join our team. As a key member of our instructional technology support team, you will be responsible for supervising and leading a team of support specialists and graduate students to provide high-quality, customer-centered support in instructional technologies, including the campus Learning Management System (LMS) and third-party tools.
Key Responsibilities- Supervise, train, mentor, and evaluate a team of learning support specialists and graduate assistants to provide support in instructional technologies supporting the campus LMS and third-party tools.
- Foster a high level of customer satisfaction by ensuring support requests are addressed promptly and effectively.
- Implement feedback mechanisms to continuously improve the quality of support services.
- Collect, categorize, and analyze support data and recommend suggestions to enhance support tools, workflows, and technology use.
- Assist faculty with advanced educational technology troubleshooting, media and technology use in courses, and the conversion of face-to-face courses to hybrid and online formats.
- Develop and maintain user guides, FAQs, and other support documentation.
- Design and develop training for graduate assistants, IT staff, and IDEAS staff in troubleshooting and responding to faculty questions and concerns.
- Develop a welcoming, collaborative, and productive environment across support teams.
- Consult with Instructional Designers and technical teams on course design, strategic initiatives, project timelines, and documentation.
- Lead or collaborate on special projects to advance support strategies and technological innovations.
- Collaborate, assist, develop, and participate in professional development workshops for faculty related to the use of learning technologies and the integration of technology into their teaching practices.
- Assist in exploring, piloting, and evaluating new teaching technologies.
- Bachelor's Degree plus four years' professional experience in technology support with at least 2 years in a supervisory role.
- Proven ability to lead and contribute to the growth of a collaborative team.
- Commitment to providing high-quality, customer-centric support and fostering an inclusive and supportive work environment.
- Excellent interpersonal, organizational, verbal, and written communication skills.
- Strong problem-solving and analytical skills.
- Meticulous detail orientation.
- Customer-service driven and team-oriented approach to work.
- Experience with multimedia technologies used for audio, video, screen capture, and web conferencing.
- Online Learning Management Systems (LMS) used in higher education (Canvas strongly preferred).
- Instructional design principles and practices.
- Public speaking, delivering faculty workshops, and giving professional presentations.
- Technical writing and creating technical support documentation.
Monday-Friday, 8:30 am - 5:00 pm.
Salary InformationSalary Level 28.
Special Instructions to ApplicantsPlease submit a resume and cover letter (optional). References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.
