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Manager, IT Training and Blackboard Support

Basic Position Information

Job Code: 4005

Title: Manager, IT Training and Blackboard Support

Department: Technology Learning Services

Essential Personnel: N

Job Family: Technology Services

Job Sub-Family: Instructional Technology

FLSA Classification: NE

Job Grade: 17

Grade Min: $70,819

Grade Mid: $88,524

UHD Succession Plan: N

Criticality of Position: N/A

Career Ladder: In-Range

Campus Security Authority: Y

Screening Committee: Y

Motor Vehicle Record Check: Y

Job Summary

The Manager, IT Training and Blackboard Support manages and oversees all daily activities, operations, and customer service of the IT Trainer(s) and Blackboard Support Staff members. The Manager serves as training coordinator and products and services marketing promoter.

Duties

  • Manages and oversees all daily activities and operations of the IT Trainers and Blackboard Support staff members
  • Manages and oversees the customer service support offered by the IT Trainers and Blackboard Support staff
  • Provides LMS Support for the entire university
  • Provides training to UHD faculty and staff on various software applications, including the university's learning management system
  • Provides instructional design for online courses

Marginal Duties

  • Performs all other duties as assigned.

Supervisory Responsibilities

Direct Reports:

  • Full Time Employees

Delegation of Work:

  • Regularly assigns work to subordinate(s)

Supervision Given:

  • Has primary responsibility for conducting performance evaluations and making recommendations for hiring and dismissing employees.

Qualifications

Required Education:

  • Bachelor's degree in Business, Computer Science, or a related field

Required Experience:

  • Minimum of five (5) years of job related experience

License/Certification:

  • None required

Preferred Qualifications

  • Minimum of three (3) years of customer service experience including in person and phone support
  • Microsoft Office Certification

Knowledge, Skills and Abilities

Knowledge:

  • Strong knowledge of a variety of software packages;
  • Knowledge of Learning Management Systems;
  • Knowledge of the trends, issues, and accepted practices relevant to the software used campus wide;
  • Knowledge of web design and web page creation;
  • Knowledge of Accessibility Practices and Laws

Skills:

  • Excellent training skills
  • Excellent technical skills

Abilities:

  • Ability to train others in commonly used and university-specific IT software packages.

Work Location and Physical Demands

Primary Work Location:

  • Works in an office environment.

Physical Demands:

  • Work is performed in a typical interior work environment which does not subject the employee to any unpleasant elements; individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks. Must have good spatial awareness and the ability to identify and distinguish colors. Must carry a cell phone or pager at all times, and must be able to respond to problems or provide service after hours.

Position Specific Competencies

Commitment to Excellence - UHD

  • Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
  • Continuously strives to improve work performance.
  • Accepts responsibility for his/her commitments to the university.
  • Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Integrity

  • Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
  • Accepts responsibility for his/her actions.
  • Respects and complies with department and university policies, procedures, and work rules.

Respect and Cooperation

  • Treats others with courtesy, respect, and dignity in the workplace.
  • Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Flexibility

  • Willingly adjusts to changing work assignments or conditions.
  • Open to changes in operational procedures, technology, and/or organizational structure.
  • Views changes as opportunities for learning and professional development.
  • Displays a positive attitude to encourage others.
  • Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Proficiency

  • Possesses required job skills and knowledge.
  • Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Dependability

  • Takes responsibility to accomplish job assignments within reasonable deadlines.
  • Willing to accept new projects and/or commitments.
  • Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
  • Arrives to work on time prepared and ready to contribute.

Customer Relations Management

  • Ensures customer's needs and expectations are addressed within his/her department or section. (Customers can be students, external constituents, employees, or university guests.)
  • Mentors and guides department/section staff by sharing knowledge and best practices to appropriately respond to customer's requests.
  • Monitors staff interactions with customers for professional conduct, consistent application of university policies and procedures, and follow up of outstanding requests.
  • Assumes responsibility for addressing complex or unusual requests.

Work Leadership

  • Leads the work of assigned staff.
  • Assigns projects and tasks with clear instructions and understanding of work to be performed.
  • Mentors and guides by sharing expertise, knowledge of work rules and procedures, and best practices.
  • Follows up to ensure tasks and projects are completed within reasonable timeframes.

Problem Solving

  • Formulates plans and strategies to proactively resolve anticipated problems.
  • Prudently responds to unforeseen problems through careful consideration and analysis of problem and relevant information and circumstances.
  • Recognizes and apprises appropriate university administrator when resolution requires senior management input and/or approval.

Support Proficiency

  • Possesses comprehensive knowledge and skills with multiple hardware and software systems.
  • Effectively applies expertise to identify and troubleshoot user issues.
  • Competent to install and configure new systems.
  • Willing to share expertise and provide technical support to others.

Instruction/Training

  • Demonstrates the ability to orally convey subject or message clearly and concisely to the intended audience.
  • Generates interest and enthusiasm in the subject or message from the participants.
  • Responds to participants' reactions or comments, and adjusts delivery style and/or format of presentation as needed.
  • Possesses a thorough understanding of the subject or topic to provide practical responses to questions or issues.
  • Displays applicable visuals and provides appropriate written materials to support the presentation.

This job description may not encompass all duties and responsibilities associated with the position.

Last updated 4/27/2022 6:11 AM