Instructional Technology Support Manager - 530562
- Employer
- The University of Alabama
- Location
- Tuscaloosa, AL
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- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
Pay Grade/Pay Range: Minimum: $53,500 - Midpoint: $66,900 (Salaried E8)
Department/Organization: 209314 - Instructional Tech & Academic Serv
Normal Work Schedule: Monday - Friday 8:00am to 5:00pm; some after hours.
Note to Applicants: Position is eligible for hybrid work subject to University policy.
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.
Equal Employment Opportunity: The University of Alabama is an Equal Employment/Equal Educational Opportunity Institution. All qualified applicants will receive consideration for employment or volunteer status without regard to any legally protected basis and will not be discriminated against because of their protected status. Applicants and employees of this institution are protected under Federal law from discrimination on several bases. More information is available in the EEOC’s Know Your Rights: Workplace discrimination is illegal poster.
The University of Alabama affirms its longstanding commitment to institutional neutrality, free speech, and academic freedom.Organization
The University of Alabama embodies an academic community that demands excellence in teaching, research and service and provides an inclusive, nurturing environment for the discovery of knowledge and the development of well-rounded leaders. Founded in 1831 as Alabama's first public college and known as the Capstone of Higher Education, UA provides a premier undergraduate and graduate education built upon global engagement, high-quality scholarship, outstanding teaching, and diversity and inclusivity throughout the community.
Our Mission
The University of Alabama will advance the intellectual and social condition of the people of the state, the nation and the world through the creation, translation and dissemination of knowledge with an emphasis on quality programs in the areas of teaching, research and service.
Our Vision
The University of Alabama will be known as the university of choice for the best and brightest students in Alabama, and all students who seek exceptional educational opportunities. The University of Alabama will be a student-centered research university and an academic community united in its commitment to enhance the quality of life for all Alabamians and the citizens of the nation and the world.
Our Core Values
The University of Alabama is committed to:
- Undergraduate education that produces socially-conscious, ethical and well-rounded leaders who are grounded in their subject matter and capable of controlling their own destinies.
- Graduate education that is deeply vested in subject matter knowledge, professional content, research skills and creative activity.
- Public outreach and service that is held in the highest regard and fosters impactful public engagement to enhance the quality of life for the citizens of Alabama, the nation and the world.
- Campus life that embodies collaboration, collegiality, respect and a culture of inclusivity.
Our Strategic Goals
- Provide a premier undergraduate and graduate education that offers a global perspective and is characterized by outstanding teaching, high-quality scholarship and distinctive curricular and co-curricular programs. Increase the University’s productivity and innovation in research, scholarship and creative activities that impact economic and societal development.
- Enrich our learning and work environment by providing an accepting, inclusive community that attracts and supports a diverse faculty, staff and student body.
- Provide opportunities and resources that facilitate work-life balance and enhance the recruitment and retention of outstanding faculty and staff.
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