Assistant Director, Testing Services

The Assistant Director, Testing Services ensures the department has all of the necessary training and tools needed to operate and offer a smooth testing experience for all parties involved. The Assistant Director works closely with the Director, Testing Services to oversee the day to day operations of the department.

• Oversees the services offered and manages the testing schedule, testing lab schedule, calendar, and employee work schedules.
• Investigates and resolves staff and student complaints regarding testing, exam training, and exams. Resolves issues related to proctoring, exams, vendors, students, and faculty.
• Serves as the liaison between the Director of Testing Services and exam owners, departments, and colleges to plan academic testing initiatives.
• Hires and supervises departmental staff, trains staff on exam procedures, new incoming exams, new updates, and office expectations.
• Develops policies and procedures to ensure efficient lab operations and quality of services.
• 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.
• Regularly meets with Director to plan, discuss, and implement various projects, initiatives, and events.
• In the absence of the Director, oversees the daily operations of the Office of Testing Services.

• 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 five (5) years of related job experience

License/Certification:

• None

• Test company proctoring certification
• Experience working with students and faculty in a higher education setting
• Certified for TSI, CLEP, SAT, ACT, and LSAT

Knowledge:

• Knowledge of how a testing in a higher education environment operates, and knowledge of the associated trends, issues, and accepted practices
• Knowledge of testing protocols based on NCTA guidelines.

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.

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.

Student Success Indirect Support

• Contributes to student success by assisting students with anything that supports their student experience, whether directly or indirectly.
• Helps students navigate their way through the different offices, programs, and services at the university and/or connects students with the appropriate party(ies).
• Connects students with services or resources that can help them with career exploration, goal selection, and ongoing academic assistance.
• Helps students build peer support networks.
• Encourages student participation in out-of-class activities.
• Provides encouragement and guidance to foster student success.
• Treats students with respect
• Maintains the learning environment to ensure quality and/or sound pedagogy.