Instructional Technology Support and Success Lead (7584U), Office of CATO - 45455 About Berkeley
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Departmental Overview
Research, Teaching, and Learning (RTL) supports the teaching and research needs of Berkeley faculty, students, and academic staff by offering expert consulting, providing vetted tools and essential services, and advocating for its broad constituency and mission-focused portfolio with campus policy makers and vendors. The combination of enterprise teaching and research technology groups within RTL improves coordination across functions; provides a richer, more seamless experience for end users; and creates opportunities for innovation.
The Instructional Technology Support and Success Lead is charged with ensuring that instructors have a positive experience in acquiring support for RTL's instructional technology services. This position will implement instructor satisfaction initiatives, including surveys and interviews; help consolidate instructor support channels and simplify the support process for enterprise academic technology tools and services; solve general tickets for supported tools including Canvas and Kaltura; and partner with with service leads to improve services. The incumbent will also coordinate in-person faculty support, including training and managing student employees. This position requires some on-campus work.
Application Review Date
The First Review Date for this job is: November 29, 2022
Responsibilities
Instructor Feedback and Success
Ensures instructors receive timely, accurate support by helping to consolidate instructor support channels and simplifying support processes for RTL services. Develops and implements instructor satisfaction initiatives, including surveys and interviews, and partners with RTL staff, including service leads, to analyze results, evaluate current support offerings, and improve services. Serves as interface between central IT helpdesk, service managers, and another campus IT partners to improve and streamline support processes.
Support of Learning Management System (LMS) and other instructional technology
services (grading tools, video platforms, etc.).
Escalations and triage Handles more difficult support tickets that are escalated by the campus helpdesk. Triages support tickets to team members. Reports bugs to and works with vendor partners to resolve technical issues. Consultations Conducts face-to-face and remote support consultations with instructors, GSIs (TAs) and academic support staff. Coordinates consultations among team members for supported tools. Student Staff & Support Identifies in-person support needs and trains student employees on providing in-person support to instructors and GSIs for LET-supported tools. Hires student employees and serves as supervisor. Works with RTL Instructor Liaison to build a cohesive student team.
Documentation & Training
Knowledge Management Designs and communicates standard knowledge and documentation practices across the organization. Includes proactive authoring of needed instructor- and staff-facing documentation in response to changes in services or campus needs. Training & Workshops Authors training materials (getting started guides, online courses, etc.). Partners with the Training Coordinator and service leads to determine frequency and cadence of workshop offerings for LET services, and drafts and coordinates campus-wide and targeted messages (workshop promotion, service alerts) to instructors, students, and academic support staff. May occasionally deliver workshops.
Other Duties as assigned by the supervisor.
Required Qualifications
Advanced knowledge of digital tools and technology applications utilized in support of higher education instruction (LMS, course evaluation, classroom response systems, etc.). Demonstrated understanding of instructional design, pedagogical principles, and instructional practices in higher education. Strong customer service, interpersonal communication skills, and ability to work with both technical and non-technical personnel at various levels of the organization. Advanced analytical and troubleshooting skills. Demonstrated ability to assess instructor needs or service issues and recommend appropriate solutions to meet those needs. Requires excellent oral and written communication skills. Strong political acumen and sound decision-making ability.
Education/Training:
Degree in a related field (Education, Instructional Design, Information Science, etc.) and/or equivalent experience/training.
Salary & Benefits
This is a full-time (40 hours per week), career position that is eligible for full UC benefits. This position is exempt and paid monthly. The annual salary for this role is commensurate with experience within the range of $80,000.00 - $90,000.00. For information on the comprehensive benefits package offered by the University visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html
This is a hybrid position, eligible for 40% remote capability.