Manager of Learning Technology Support

The Manager of Learning Technology Support for the University of Cincinnati will serve as a member of the client services lead team and will report to the Assistant Vice President for Client Services. The position will also work closely with the Director of Learning Technology to ensure proper support services are available for the enterprise products and services that makeup the university’s eLearning ecosystem called Canopy. This position will oversee day-to-day operations for a team of learning technology support specialists. The position will support and execute the university’s vision of Excelling in eLearning.

Primary Responsibilities

• Work closely with Service Desk and System Administrators to provide superior customer service for “how-to” help and incident response for all Learning related technologies and services.

• Work closely with Service Desk, System Administrators, and eLearning Engagement and Communications Coordinator to communicate university-wide issues through multiple channels.

• Provide day-to-day oversight, management, and supervision of the Learning Technology support team.

• Serve as an active member of the IT governance.

• Supervision of onsite contractor

• Work with the community

Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or related field; -OR- an Associate's degree with two (2) years' experience; -OR- four (4) years of basic to intermediate level computer hardware related experience.

• Possess working knowledge of commonly used concepts, practices, and procedures and contributes through support, using established proceeses, methods, and systems.

Ideal Qualifications

• 5 years of experience support Learning technologies in a higher education setting

• Strong understanding of ITSM framework

• Superior knowledge and experience working with Blackboard

• Strong technical aptitude and ability to research & solve complex issues independently

• Ability to effectively communicate issues and resolutions to all levels of the organization

• Ability to work in a team environment

• Customer-service orientation, attention to detail, and creativity in problem solving

• Excellent oral, written communication, and presentation skills

• Experience working with Articulate Storyline

• Proven experience managing and implementing large projects

• Demonstrated experience in committee work and leadership

• Experience supporting Echo360 lecture capture, Kaltura, desktop virtualization, and mobile technologies

• ITIL Foundation certified

• Experience working with various ticketing systems

The University of Cincinnati, as a multi-national and culturally diverse university, is committed to providing an inclusive, equitable and diverse place of learning and employment. As part of a complete job application you will be asked to include a Contribution to Diversity and Inclusion statement.

As a UC employee, and an employee of an Ohio public institution, if hired you will not contribute to the federal Social Security system, other than contributions to Medicare. Instead, UC employees have the option to contribute to a state retirement plan (OPERS, STRS) or an alternative retirement plan (ARP).

The University of Cincinnati is an Affirmative Action / Equal Opportunity Employer / M / F / Veteran / Disabled.