Learning Management System Support Desk & Student Team Supervisor, ITRC (1102)

Job Description

The LMS support desk and Student Team Supervisor is responsible for managing a team of up to 10 student part-time employees who provide support for Canvas, the university's learning management system. This role involves scheduling, timekeeping, and timecard signoff for the student team, as well as overseeing the LMS support-desk operations. The supervisor will act as a liaison between the LMS support desk and full-time employees, balancing workloads and creating ticket events that match the skill sets of the full-time staff. The LMS support desk is the primary point of contact for faculty members regarding course design and ISU-supported educational technologies.

This position is not eligible for new visa sponsorship at this time. Candidates who already hold valid U.S. work authorization may be considered

Key Responsibilities

• Manage and lead a team of up to 10 student part-time employees, including training, scheduling, timekeeping, and timecard signoff.
• Oversee the LMS support-desk operations, ensuring prompt and accurate support for faculty and students using Canvas and ISU educational technologies (e.g., Zoom, Turnitin, etc.)
• Bridge the gap between LMS support-desk issues and the expertise of full-time ITRC staff, ensuring efficient resolution of complex problems.
• Balance the workload between student employees, optimizing resource allocation, and ensuring timely responses to faculty and student needs.
• Create TigerTracks incidents to develop workflow between the faculty support desk and the full-time ITRC staff based on skill sets, ensuring that specialized issues are addressed by the appropriate team members.
• Coordinate with the IT Service Desk and full-time ITRC staff to address any technical issues or updates related to Canvas and other instructional technologies.
• Develop and implement training documentation and workflow for student employees to ensure they are knowledgeable and effective in their roles.
• Monitor LMS support-desk performance metrics and generate reports as needed.
• Maintain open lines of communication with faculty, students, IT, and ITRC staff to ensure a positive and productive learning environment.
• Stay up-to-date with the latest features and best practices for using Canvas and other relevant technologies.
• Other duties as assigned.

Minimum Qualifications

• Bachelor's degree from an accredited university (e.g., Education, Technology, or a related field). In lieu of a Bachelor's Degree, a minimum six years combined education, training, and experience may be considered.
• At least two (2) years' experience managing a team, preferably in a help desk or educational technology setting.
• Excellent organizational, communication, and interpersonal skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Experience with scheduling, timekeeping, and payroll systems.
• Proficiency in Microsoft Office Suite and other relevant software.
• Ability to work as part of a team and independently.
• Strong problem-solving skills and a customer-service orientation.

Preferred Qualifications

• Experience working in a higher education setting.
• Strong knowledge of Canvas or a similar learning management system.
• Familiarity with other educational technologies and tools.
• Experience in training and developing student employees.
• Knowledge of learning management system integrations and customizations.
• Understanding of ticketing systems and workflow management.