Technology Services Manager Job Vacancy in Florida International University 11200 SW 8th St, Miami, FL 33199 – Updated today
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Company Name : Florida International University
Location : 11200 SW 8th St, Miami, FL 33199
Position :
Job Description : **IMPORTANT NOTE** If you are interested in applying for this role, please know you MUST apply via the FIU Careers Website in order to be considered: careers.fiu.edu -> Prospective Employees -> Enter the Job ID for this position: 524964 on the Search Bar
If you are a current employee of FIU, please know you MUST apply via the FIU Career Website in order to be considered: careers.fiu.edu -> Current Employees -> Enter the Job ID for this position: 524964 on the Search Bar
Job Summary
The Technology Services Manager oversees the Learning Management System (LMS) and Support Services call center teams. They are responsible for keeping up to date on latest technologies related to the LMS and call center, and take on new projects and ventures to fulfill FIU Online’s vision and goals. They ensure all operations of our call center are streamlined and run efficiently, and that teams always provided high level of quality support to our customers.
Duties
Manages employees that are part of FIU Online’s Learning Management System (LMS) and Support Services teams, and ensures collaboration amongst both teams, the department, and other university stakeholders.
Makes key decisions along with the Director of Technology Services on LMS and Support Services projects and new ventures.
Reviews upcoming LMS roadmap plans and documentation to make key decisions on new release features and when to release them, and stays up to date with the specific functionality of the LMS and related tools to ensure that the LMS and our customers utilize the latest and most efficient technology.
Facilitates testing, implementation, upgrades, and maintenance of the Learning Management System and its related integrations and tools, with constant collaboration and communication with the Division of IT to manage and support the LMS.
Supervises and oversees internal and university-wide communication to users involved with the Learning Management System (LMS) and Support Services, ensuring that all stakeholders and customers are aware of all LMS updates, changes, issues, and scheduled downtime.
Responsible for technological innovation as it relates to our LMS and its supporting teams, that will enhance the experience of our customers as it relates to both support and online learning.
Manages the ticketing system for both LMS and Support Services teams to ensure all pending requests are successfully completed in a timely manner, provides guidance to employees with customer inquiries, and directly follows up to customers when supervisor escalations take place.
Manages the weekly schedules of our Support Services team to ensure we have adequate resources and coverage to support our customers, and reviews data to ensure we are staffed during peak times of the semesters and specific days/hours of the week that are high volume.
Audits employee performance to offer coaching and training, to ensure the LMS and Support Services teams are providing high quality customer support for the Learning Management System (LMS) and related tools via phone, live chat, email, ticket, and walk-in support.
Strategizes on goals that will increase user satisfaction in the support we offer to customers, along with ways to increase adoption of LMS specific features and tools.
Works closely with the Senior LMS Administrator to recommend and plan regular employee training to improve the quality of our services offered to customers, and suggests updates to our internal training courses that will provide meaningful improvements of our employees and their skills.
Oversees all tools used by the LMS and Support Services team (i.e., telephony, email, and chat) are properly functioning and utilized effectively by the teams to provide customer support, including managing all updates for our LMS telephony IVR call paths and recording options.
Researches, plans, documents, and manages projects related to the LMS and Support Services teams. Assigns project goals, tasks, and deadlines to employees, and provides follow-up to offer guidance that will ensure their successful completion.
Works closely with the System Support and Development team to ensure optimal performance between the LMS and backend processes, such as our integration with PeopleSoft and the Central Authentication System (CAS), to allow for timely access to the LMS by our customers.
Manages the disaster recovery process and oversees all internal documentation related to the LMS and our customer support, to ensure best practices for security, scalability, and a high level of uptime.
Supervises all start of the semester tasks related to the LMS and Support Services teams, to ensure the successful beginning of each semester as it relates to the Learning Management System and its related technology.
Minimum Qualifications
Bachelor’s degree in Computer Science or related discipline and four (4) years of related experience.
Departmental Requirements
Experience managing a team.
Desired Qualifications
Knowledge of LMS-related technologies.
Project planning skills.
Ability to develop training aids and instructional materials using a range of media.
Ability to foster an environment where employee growth and development is encouraged.
Should have willingness and aptitude to learn new software and technologies in web and multimedia.
Experience in Call Center Management.
Experience in Learning Management System Administration.
Job Category
Administrative
Advertised Salary
$70,000-$78,000
Work Schedule
Begin time: 8:30 AM
End time: 5:00 PM
Pre-Employment Requirements
Criminal Background Check
Fingerprinting Check
Other Information
On call 24 hour by 7 day for possible emergency situations.
Ability to work flexible hours as needed.
How To Apply – Prospective FIU Employees – Use this link to apply: https://pslinks.fiu.edu/psp/jobs/CUSTOMER/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=1000&JobOpeningId=524964&PostingSeq=1
If you have not created a registered account, you will be asked to create a username and password for use of the system. It is recommended that you provide an active/valid e-mail account as that will be the main source of communication regarding your status within the process. In this account, you are able to track your applicant status in “My Applications”.
In order to be considered eligible for the position as an internal candidate, departmental staff must meet minimum requirements of the position, be in good performance standing, and have been continuously employed at the University for at least six months.
Before you begin the process, we recommend that you are prepared to attach electronic copies of your resume, cover letter or any other documents within the application process. It is recommended that you combine your cover letter and resume/curriculum vitae into one attachment. Attached documents should be in Microsoft Word or PDF format. All applicants are required to complete the online application including work history and educational details (if applicable), even when attaching a resume.
This posting will close at 12:00 am of the close date.
How To Apply – Current FIU Employees – Use this link to apply: https://myhr.fiu.edu/psp/hcm/EMPLOYEE/HRMS/c/HRS_HRAM_EMP_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&SiteId=1&FOCUS=Employee&JobOpeningId=524964&PostingSeq=1
As a current employee, you must log into Employee Self Service (ESS) to apply for this and any other internal career opportunity of interest. In this account, you are able to track your applicant status in “My Applications”.
In order to be considered eligible for the position as an internal candidate, departmental staff must meet minimum requirements of the position, be in good performance standing, and have been continuously employed at the University for at least six months.
Before you begin the process, we recommend that you are prepared to attach electronic copies of your resume/ curriculum vitae, cover letter or any other documents within the application process. It is recommended that you combine your cover letter and resume into one attachment. Attached documents should be in Microsoft Word or PDF format.
This posting will close at 12:00 am of the close date.
This post is listed Under App Development
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