Term: 2 years.
The Support Team Manager (STM) possesses expert level knowledge in a range of educational technologies which are used for providing operational support for the full lifecycle of both credit and non-credit fully online/technology-enabled courses developed by the Centre for Extended Learning (CEL). The incumbent will be hiring, managing and leading by example a team of Learning Technologies Analysts (LTA) and an Information Systems Analyst (IST) who are responsible for:
Time sensitive technical service desk support, front-line relationship management, and providing exceptional service to all stakeholders including students, instructors, TAs, CEL Systems team and CEL Staff
Coordinating development and delivery support activities with other service departments across campus including Instructional Technologies and Media Services (ITMS) and Centre for Teaching Excellence (CTE)
Investigating and advising on the appropriateness of current and future educational technologies to the Systems team and course development team within CEL
Acting as the liaison between faculties, departments, Registrar’s Office, external partners and CEL to ensure data accuracy and integrity in business-critical systems (e.g. Student Information System (SIS), course and exams scheduling systems)
Providing proactive, timely and accurate data, models, and internal and external reports on a wide range of University activities and issues pertinent to institutional operation and strategic goals
Supporting management decisions through data analysis, visualization and business intelligence; and
ensuring a stable, secure and modern computing work environment within CEL
The STM is responsible for assigning and coordinating their work, coaching and professional development, and performance management, as well as providing overall leadership in educational technology and strategic planning for the team. In addition to the management and leadership roles, this position will also be accountable for providing technical support for fully online/technology-enabled course delivery, educational technology consulting for course development, and training and documentation of educational technologies. The STM is also part of the overall CEL Management team, contributing to the continuous improvement of online course production strategies, and overall leadership of the unit
Supervision & Coaching
Lead recruitment of the support team and manage on-boarding, orientation, and training
Promote growth in performance through ongoing performance management and reviews
Undertake and lead educational technology projects with input from the Associate Director, Systems
Provide guidance and direction to the support team in technical support, educational technology consulting, training and documentation
Optimize individual productivity and ensure timelines are met at the expected quality
Ensure high levels of client satisfaction
Inform the Associate Director, Systems of work progress and raise any issues that require escalation/intervention
Collaborate and communicate with other team managers in CEL to ensure that all CEL support needs are met
Leadership
Provide leadership in the evolution of information systems, development/selection of tools and technologies, and project management strategies and methodologies
Plan and facilitate support team meetings
Create and continuously refine documentation that defines support roles and responsibilities
Monitor and actively work to maintain/build team morale and job satisfaction
Conduct strategic planning with the team to identify priorities in alignment with the Systems team’s mission and CEL’s overall priorities
Ensure team members stay current on literature, research and innovation in the field of educational technology
Plan and initiate learning opportunities for team members to promote knowledge and skills development
Conduct research into educational technologies and online learning best practices
Deliver and facilitate workshops and information sessions for key stakeholders
Inform the technological rationale when new learning technology tools are introduced within the online learning environment.
Coordinate privacy and security audits for cloud-based educational technologies with IST and the privacy office
CEL Management
Represent the support team at the Systems weekly team update meeting, operations committee meeting, LEO and other committees as required
Participate and contribute to overall decision-making, including strategic planning, allocation of resources, recruitment and task prioritization
Advise the Associate Director, Systems and management team on overall CEL support strategies and their implementation
Build and manage relationships with external units/stakeholders such as IST, ITMS, CTE, RO etc.
Support special CEL projects and initiatives as assigned by the Associate Director, Systems, including those involving other university units and/or external organizations
Maintain connections with, contribute to, and possibly take leadership roles in related external organizations and professional associations, maintaining CEL’s status as a leader in online learning
Technical support, Educational Technology consulting, training and documentation
Manage in-term technical support for students and faculty in fully online/technology-enabled courses across all departments
Advice internal and external stakeholders on a wide range of current and future educational technologies that support fully online/technology-enabled learning environments
Coordinate, implement and support technical operations of the online learning environments including the UW Learning Management System (LMS) and the CEL Content Management System (CMS)
Advise course production teams, instructors, quality assurance specialists, learner support services and relevant external stakeholders with respect to implementing new technologies, support services and projects
Represent student and instructor interests at groups and projects internally and externally
Contribute to change management activities related to educational technology
Investigate and evaluate new/cutting edge educational technologies for use in online/technology-enabled course delivery
Liaise with course production teams and instructors to assess their educational technology training needs
Coordinate requirement analyses and development of training solutions based on appropriate technologies and services
Document user manuals, training manuals and FAQ for new technologies/services and proactively update existing to ensure integrity, accuracy and relevance
Data accuracy and integrity of business-critical systems
Provide leadership in stakeholder management to ensure that data and processes in the central student information system (SIS) and CEL systems accurately represent UW’s fully online credit course offerings
Architect high-level statistical reports for use by key stakeholders and decision makers
Maintain a management level awareness of the activities performed within CEL in order to identify and address confirmed or potential data and process issues
Lead process of authoring, communicating and providing training on CEL Information Systems policies and practices to staff across campus, including department timetable and scheduling representative, department chairs and members of the SIS team
Represent the interests of the CEL team when System behavior needs to be changed
Ensure CEL staff are appropriately trained and up to date on SIS developments, policies and procedures
Maintain expertise in UW policies, Canadian and International legislation, and ensure that the privacy and integrity of CEL and UW data are protected at all times in compliance with these
A postgraduate degree in computer science, information systems, software engineering, business management or related discipline; or
An undergraduate degree in computer science, information systems, software engineering, business management or related discipline combined with relevant project management certification (e.g. PMP, Lean Six Sigma Black Belt) and 10 years of relevant experience in industry or academic institutions
A minimum of 5 years’ experience providing leadership in support and/or educational technology for online learning/technology-enabled learning in industry or academic institutions
Extensive project management experience, leading support teams and projects in industry or academic institutions. At least one year of management experience in higher education will be highly sought after
3-5 years of industry experience with technical helpdesk and client service activities in relation to support
At least 2 years of experience supporting a Learning Management System (LMS), such as Moodle, Brightspace and Canvas, through a helpdesk software or support ticket system
Experience in supporting Maplesoft, Mobius, Matlab and MathWorks will be highly sought after
Demonstrated success in cultivating and maintaining positive working relationships with multiple stakeholders
Expert level skills and experience with new and emerging educational technologies in the current market including learning/content management systems, SIS, online collaboration software, various hardware formats and multimedia technologies, with the willingness to proactively and independently learn and master new technologies in response to needs
Strong overall project management and planning skills, along with knowledge of related software tools and the ability to assess project needs and deploy staff effectively to meet objectives
Expert level problem solving skills used to resolve internal and external issues and resolve conflict professionally and constructively
Expert level skills in managing course delivery using LMS/CMS
Expert level skills in using helpdesk software such as Request Tracker (RT), JIRA etc.
Intermediate to expert level skills in using Wiki, Confluence, Office 365 for documentation. Familiarity with SharePoint is an asset
Must be a team player with superior work ethic, initiative, and the ability to work independently with minimum supervision
Expert level of leadership skills
Expert level organization and planning skills
Excellent verbal and written communication skills, organization skills and time management. Good ‘people skills’ for building relationships with colleagues at all levels
Occasional “crisis” events might require being on call, working outside normal working hours and/or weekendsrelationships with colleagues at all levels
The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is co-ordinated within our Office of Indigenous Relations.
The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at [email protected] or 519-888-4567, ext. 45935.
iCIMS Requisition ID: 2023-9956
Employment Type: Temporary
Salary Range: $82,629 – $103,286
Street: 200 University Avenue West
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