Instructional Technology Support Manager

Job Summary: 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.

Additional Department Summary: 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.

Required Minimum Qualifications: 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.

Skills and Knowledge: 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.

Preferred Qualifications: Experience providing technical support for instructional technologies, learning management systems, educational software, help desk operations or comparable enterprise applications. Experience with help desk operations.

Background Investigation Statement: Prior to hiring, the final candidate(s) must successfully pass a pre-employment background investigation and information obtained from social media and other internet sources. A prior conviction reported as a result of the background investigation DOES NOT automatically disqualify a candidate from consideration for this position. A candidate with a prior conviction or negative behavioral red flags will receive an individualized review of the prior conviction or negative behavioral red flags before a hiring decision is made.

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