Manager, Testing Services

The Manager of Testing Services ensures the department services has all of the necessary training and tools needed to operate and offer a smooth testing experience for all parties involved. The Manager manages the testing schedule, staff schedule, staff and student complaints regarding testing, exam training, and exams, meeting as required with leadership and exam owners.

• Establishes and maintains the testing lab schedule and calendar; maintains and coordinates work schedules with the testing schedule; creates and maintains the scheduling system for the Office of Testing Services.
• Coordinates and collaborates with exam owners, departments, colleges, and the Director of Testing Services on the logistics and specifications for each exam offered.
• Develops policies and procedures to ensure efficient lab operations and quality of services.
• Hires and supervises temporary staff for exam administrations; trains all staff on exam procedures, new incoming exams, new updates, and office expectations.
• Ensures that all staff are in compliance with institutional, state, and testing regulations; manages resources as necessary to ensure that staff stays in compliance, offering routine training, refreshers, and up-to-date procedure manuals.
• Develops and manages customer service business processes and procedures; oversees the services offered and maintains records of services and lab usage for future scheduling and for assessment purposes.

• Writes technical documentation for the use of the testing lab
• May work hours outside normal business week
• Performs all other duties assigned

Direct Reports:

• Supervises temporary workers

Delegation of Work:

• Regularly assigns work to subordinate(s)

Supervision Given:

• Trains and counsels subordinate(s). Does not conduct performance evaluations, but opinion is considered when a supervisor is making hiring, promotion, and dismissal decisions.

Required Education:

• Bachelor's degree

Required Experience:

• Minimum of three (3) years of related job experience

License/Certification:

• None

• Test company proctoring certification
• Experience working with students and faculty in a higher education setting

Knowledge:

• Knowledge of how a testing in a higher education environment operates, and knowledge of the associated trends, issues, and accepted practices

Skills:

• Good technical skills, including proficiency in MS Office and an online scheduling system
• Excellent interpersonal and communication skills

Abilities:

• Ability to train and manage a large group of temporary staff each semester
• Ability to learn new computer software
• Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community.

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 clarity of vision and the ability to identify and distinguish colors.

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.

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.

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.

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.

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.

Focus on Customer Service

• Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
• Respectfully ascertains customer's needs and determines appropriate response.
• Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
• If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
• Follows up with customers on outstanding requests in a timely manner.
• Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

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.

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.