Coordinator IV - Learning Technologies Support Operations (2 positions to be filled)

General Requirements:

Bachelor's degree in related field. Four years of experience in a related field. 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 program work for Same Houston State University (SHSU) Online.

Primary Responsibilities (Staff Positions Only):

Oversees the work of a team of Technical Analysts and 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 staff and 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. 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.