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Assistant Director, Testing Services

Basic Position Information

Job Code: 3803

Title: Assistant Director, Testing Services

Department: Testing

Essential Personnel: N

Job Family: Enrollment Management

Job Sub-Family: Testing

FLSA Classification: E

Job Grade: 14

Grade Min: $52,981

Grade Mid: $63,578

UHD Succession Plan: N/A

Criticality of Position: N/A

Career Ladder: In-Range

Campus Security Authority: Y

Screening Committee: N

Motor Vehicle Record Check: N

Job Summary

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.

Marginal Duties

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

Supervisory Responsibilities

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


  • None

Preferred Qualifications

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

Knowledge, Skills and Abilities


  • 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.


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


  • 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.

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.

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.

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.


  • 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.


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


  • 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.


  • 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.

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