Coordinator IV - Support Desk Operations Coordinator

Requisition:

202600150S Occupational Category (Staff Positions Only):

Professional Hiring Salary:

Monthly-Staff Department:

SHSU Online General Requirements:

Bachelor's degree in Computer Science, Business Administration, Instructional Technology, Higher Education or related field. Four years experience working in Customer Service, Higher Education, Distance Education, Technology Support or closely related field. Previous experience working with the Blackboard Learning Management System (LMS) and/or Help Desk software and protocols is preferred. Demonstrated success in managing staff and resources in a higher education or technology support environment is desired. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered.

Nature & Purpose of Position/Usual Duties:

Performs highly complex administrative and supervisory work administering the day-to-day operation of the Online Support Desk. Assists Sam Houston State University (SHSU) Online Operations for the advancement of SHSU Online, Sam Houston State University and the Texas State University System's (TSUS) mission, goals and strategic initiatives. Primary Responsibilities (Staff Positions Only): Oversees a team of Technical Analysts and LMS Support Specialists who assist faculty and staff in effectively utilizing the university's learning management system (LMS) and related instructional technologies. Manages daily operations of the unit, including training, coaching, and evaluating support specialists and technical analysts. Supervises student workers. Collaborates with support specialists to troubleshoot escalated LMS and learning tool issues, guiding them to resolutions. Partners with other units within the Department to create and deliver technical and troubleshooting support. Analyzes LMS platform performance, generates usage reports, tracks support tickets, develops schedules for staff members, and identifies opportunities to improve stability and user experience as requested. Stays current on LMS updates and educational technology innovations to make recommendations for enhancement. Ensures LMS Support services meet stated service level agreements and key performance metrics. Performs other related duties as assigned.