Learning Technology Support Supervisor

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region. 

 

Job Summary

The Learning Technology Supervisor supervises and leads a team of support specialists and graduate students to provide high quality, customer-centered support in instructional technologies, including the campus Learning Management System (LMS) and third-party tools. This position supports UMass initiatives by leading projects and collaborating with other departments to optimize the use of learning management systems, digital tools, and educational resources. 

 

Essential Functions

• Supervises, trains, mentors, and evaluates a team of learning support specialists and graduate assistants to provide support in instructional technologies supporting the campus Learning Management System (LMS) and third-party tools.
• Fosters a high level of customer satisfaction by ensuring support requests are addressed promptly and effectively. Implements feedback mechanisms to continuously improve the quality of support services.
• Collects, categorizes, and analyzes support data and recommends suggestions to enhance support tools, workflows, and technology use.
• Assists faculty with advanced educational technology troubleshooting, media and technology use in courses, and the conversion of face-to-face courses to hybrid and online formats.
• Develops and maintains user guides, FAQs, and other support documentation.
• Designs and develops training for graduate assistants, IT staff, and IDEAS staff in troubleshooting and responding to faculty questions and concerns. Develops a welcoming, collaborative, and productive environment across support teams.
• Consults with Instructional Designers and technical teams on course design, strategic initiatives, project timelines, and documentation.
• Leads or collaborates on special projects to advance support strategies and technological innovations.
• Collaborates, assists, develops, and participates in professional development workshops for faculty related to the use of learning technologies and the integration of technology into their teaching practices.
• Assists in exploring, piloting, and evaluating new teaching technologies. Supports the adoption of new teaching technologies projects on campus. 

 

Other Functions

• Represents the department on university committees and in meetings related to educational technology.
• Stays current with emerging trends and best practices in educational technology.
• Performs other duties as assigned. 

 

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• Bachelor’s Degree plus four years’ professional experience in technology support with at least 2 years in a supervisory role.
• Proven ability to lead and contribute to the growth of a collaborative team.
• Commitment to providing high-quality, customer-centric support and fostering an inclusive and supportive work environment.
• Excellent interpersonal, organizational, verbal, and written communication skills.
• Strong problem-solving and analytical skills.
• Meticulous detail orientation.
• Customer-service driven and team-oriented approach to work.
• Demonstrated ability to:
  • Assess priorities and manage competing deadlines both independently and as a member of a team.
  • Define and manage individual work processes towards specific team objectives.
  • Communicate technical concepts to a non-technical audience.
  • Work independently or with multiple constituencies, manage time and multiple projects simultaneously, set and accomplish goals, meet deadlines.
  • Learn quickly and have a collaborative approach.

 

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• Experience with:
• Multimedia technologies used for audio, video, screen capture and web conferencing.
• Online Learning Management Systems (LMS) used in higher education (Canvas strongly preferred