Manager, E-Learning Support Services

Washington D.C.
Sep 23, 2020
Institution Type
Four-Year Institution

Manager, E-Learning Support Services (16733)

Date: Sep 22, 2020

Location: Washington, DC, US, 20016-8046

Company: American University


The Manager, e-Learning Support Services has overall responsibility for the technical reliability, feature updating, program upgrade testing prior to deployment, documentation, and effective use of the university’s learning management system (LMS) and other web-based instructional software used by American University faculty, staff and students. The position works closely with the Senior Director, Academic Technology to foster, support, and create areas of opportunity in the use of technology in teaching for face-to-face, hybrid, and online courses. Additionally, this position establishes assessment techniques and tools for evaluating the efficacy of instructional approaches, and also researches, evaluates and procures new software and hardware products.

This position serves as the University’s primary LMS administrator, as well as the primary administrator for all LMS associated tools.

The incumbent serves as a consultant for faculty members on matters pertaining to the pedagogical use of web-based instructional software, and reports on matters pertaining to the technical reliability and currency of web-based instructional software. Additionally, the incumbent is the principal point of contact with the Office of Information Technology technical staff members and vendor technical staff members on matters pertaining to the technical reliability of instructional software. Travel required: minimal.

Essential Functions

Supervisory Responsibility

Position supervises e-Learning support staff.

Work Environment

1. (50% of time) Technology Implementation and Support Serve as a primary technical support provider to faculty on the university’s learning management ecosystem, online communication and collaboration technologies that will enhance the teaching and learning experience. Deliver support through a variety of channels including updates as needed on the LMS login page, emails and reports to faculty on emerging technologies which supplement learning management system. Manage administration and troubleshooting of enterprise e- learning tools and platforms (Canvas, Blackboard, Collaborate, Kaltura, Zoom, etc).

2. (20% of time) Write, and supervise all stages of the production of workshop handouts, documentation, and videos to ensure that the university community has access to hands-on quality instructional materials describing the features and appropriate pedagogical uses of web-based instructional technologies available on campus. Compile reports that assess the use of web based instructional technologies by faculty, students and staff; on the basis of these reports, update and strengthen the effectiveness of outreach programs. Monitor the quality of support provided by 24/7-support vendor. Communicate with vendor’s representative as problems arise and updates occur.

3. (15% of time) Technical Consultation and Training Implement instructional technologies through workshops, events, and one-on-one support. Organize the technology training workshops pertaining to web-based instructional software as well as training sessions for individual schools and departments. Consult with faculty on matters relating to effective teaching with the learning management system and other instructional technologies. Track and analyze technology needs by examining faculty/staff satisfaction levels. Consult with other learning technology personnel to develop solutions for academic programs, departments, and colleges.

4. (10% of time) Personnel Management

Manage e-learning support staff. Workload may include project management, coaching, training, setting goals, and time management. Seek out, hire, and manage personnel.

5. (5% of time) New Product Evaluation Function Testing Track and analyze technology needs by examining faculty/staff satisfaction levels. Maintain updated information on the current ‘state of the art’ in web-based instructional software and potential new applications that might be appropriate for American University Faculty and students. Recruit faculty to serve as testers and evaluators of new software and manage the testing and evaluation process. Provide evaluations and briefings to AU community members on potential new applications and make recommendations regarding their adoption. Other duties as assigned.

Position Type/Expected Hours of Work

35 hours / 5 days week


Team Leader/Consultant B

Salary Range

Commensurate with experience

Required Education and Experience

Master's degree or equivalent (An MA/MS in Instructional Design, Instructional Technology, Education with emphasis on teaching and/or learning technology or closely related field)

5-8 years of relevant experience (Experience working in higher education including use of e-Learning and/or instructional technology tools for preparation of teaching and learning)

Preferred Education and Experience

Master's degree (An MA/MS in Instructional Design, Instructional Technology, Education with emphasis on teaching and/or learning technology or closely related field)

8-10 years of relevant experience (Experience consulting with faculty on instructional technology issues and to recommend appropriate technology solutions)

Additional Eligibility Qualifications

Strong knowledge of current and emerging learning technologies used for teaching and learning, Blackboard and Canvas

Ability to work with faculty to support the use of instructional technology in face­to­face, hybrid, and fully online courses

Proficiency in creating web­based training, classroom, and instructional materials, devices, teaching aids, user guides and technical/troubleshooting manuals

Knowledge of current educational technology practices, theories, and emerging trends and technologies that support teaching and learning preferred

Successful experience managing teams and budgets preferred Hiring offers for this position are contingent on the successful completion of a background check

Other Duties


See application link to learn about American University's unique benefit options

Contact Us:

For more information or assistance with the American University careers site, email [email protected].

American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.

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