Global LMS Support and Help Lead

218137 - Global LMS Support and Help Lead Industry PRO Region IL-Illinois City Deerfield State IL Rate Up to $30.76 DOE Duration 7 months Description Chipton-Ross is seeking a Global LMS Support and Help Administrator for a remote contract opportunity.

BASIC QUALIFICATIONS

(REQUIRED

SKILLS/EXPERIENCE

): 3 years of experience in learning technology, LMS administration, or global platform support, with demonstrated ownership of enterprise scale systems. Proven experience leading help desk, service operations, or support functions in a global or matrixed organization. Hands on experience with enterprise LMS platforms (e.g., Cornerstone or comparable systems). Strong operational leadership skills with the ability to design processes, govern services, and drive continuous improvement. Excellent communication skills, with the ability to engage effectively across technical, commercial, and executive audiences. Preferred Experience supporting commercial, sales, or customer facing learning audiences in a regulated or complex environment. Familiarity with IT service management (ITSM) concepts such as SLAs, incident management, and problem management. Experience working with external vendors and managing platform escalations and release cycles. Change management or scaling platform experience in a global organization.

POSITION RESPONSIBILITIES

Owns the global help & support model for the Commercial LMS, including tiered support, escalation paths, and service-level expectations. Act as the primary point of accountability for LMS service stability, responsiveness, and issue resolution. Establish governance frameworks, operating procedures, and standards to ensure consistent and scalable LMS support globally. Service Delivery & Operations Lead day to day LMS support operations, including ticket intake, triage, troubleshooting, and resolution across global regions and time zones. Manage a centralized support backlog, ensuring prioritization aligns with commercial impact, learner experience, and compliance requirements. Monitor and improve key service KPIs (e.g., response times, resolution rates, repeat issues, user satisfaction). User Experience & Adoption Enablement Design and maintain self service resources such as job aids, FAQs, in app guidance, and support documentation to reduce friction and dependency on live support. Partner with Learning Management Vendor, IT, and Marketing teams to ensure support is positioned as a value adding experience, not just issue resolution. Capture user feedback and "voice of the business" insights to inform platform improvements and roadmap decisions. Vendor & Technology Partnership Serve as the primary operational liaison with LMS and learning technology vendors, managing escalations, release readiness, defect resolution, and platform updates. Collaborate with internal Learning Technology and IT teams to ensure system reliability, security, and compliance. Continuous Improvement & Reporting Analyze trends in tickets, system issues, and user behavior to proactively identify root causes and systemic improvements. Lead initiatives to automate support processes, streamline workflows, and improve the overall learner support experience over time. Stakeholder Leadership & Collaboration Act as a trusted partner to Global Learning, IT, and regional teams. Translate technical issues into clear, business relevant communications for both operational teams and stakeholders. Support global rollouts, regional launches, and commercial learning initiatives by ensuring support readiness from day one.

REQUIRED EDUCATION

Accredited HSD/GED, Bachelor's preferred

WORK HOURS

Full-Time 1st Shift Employment will be contingent on clearing a drug screen and background check. Both must clear prior to start date. Contact Silmese Graves sgraves@chiptonross.com

CHIPTON-ROSS, INC.

11832 Fishing Point Drive, Suite 100 Newport News, VA 23606

Phone:

(757) 595-0005 x261 or (877) 244-5418 x261 Candidates responding to this posting must currently possess the eligibility to work in the United States. No third parties please. Employment will be contingent on candidate clearing pre-employment drug screen and background check. Chipton-Ross provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, protected veteran status, genetic information, or any other characteristic protected by Federal, State or local law. This policy governs all areas of employment at Chipton-Ross, including recruiting, hiring, training, assignment, promotions, compensation, benefits, discipline, and terminations. © 2026 Chipton‑Ross Inc. All rights reserved