What are the responsibilities and job description for the Associate Director IV - Associate Director of Learning Technologies Support Operations (Interna... position at Inside Higher Ed?
Requisition
202600092S
Title
Associate Director IV - Associate Director of Learning Technologies Support Operations (Internal Applicants Only)
FLSA Status
Exempt
Hiring Salary
This position is a pay grade 18. Please see Pay Grade Table at: https://pa-hrsuite-production.s3.amazonaws.com/116/docs/550174.pdf.
Occupational Category
Professional
Department
SHSU Online
Division
Division of Academic Affairs
Open Date
04/17/2026
Open Until Filled
Yes
Educational And Experience Requirement
Bachelor’s degree in Information Technology, Computer Science, Business Administration, Higher Education Administration, Instructional Technology, or related field. Master’s degree preferred. Six years of experience managing technical support teams, technology service operations, or customer support services, preferably in higher education or a professional technology support environment. Additional education may be considered in lieu of experience.
Must be a current Sam Houston State University employee in order to be considered for this position.
Nature & Purpose Of Position
Performs advanced complex managerial work providing direction and guidance in service operations, strategic planning, and personnel management supporting online learning technologies and digital education systems. With oversight of the Executive Director of Online Technology Support Operations, establishes the strategic plan, various initiatives, and objectives.
Primary Responsibilities
Plans, organizes, and directs the day-to-day functions of Online Technology Support personnel, including both full-time and student employees. Serves as the managerial point of contact for complex service issues, operational procedures, and technology support workflows. Organizes, plans, and evaluates staff work assignments, supervision, training, and technical direction to ensure effective service delivery across online learning platforms and enterprise academic technologies. Directs online technology support operations to ensure quality standards are met in technical troubleshooting, customer service interactions, ticket resolution, and user assistance across learning technologies and digital systems. Oversees operational workflows and project completion efforts, ensuring timely and effective delivery of support services. Produces accurate and timely operational reports to professional staff and leadership, including service metrics, performance indicators, and trend analyses. Develops a team culture that facilitates, promotes, and sustains collaboration, service excellence, accountability, and innovation. Ensures compliance with applicable state and federal laws, university policy, security protocols, accessibility standards, and divisional directives. Continuously evaluates and assesses the online learning technology support landscape, inside and outside of SHSU Online, with particular focus on identifying scalable service improvements, emerging technologies, and opportunities to enhance the user support experience. Makes decisions independently under the authority of the director when the director is absent. Enforces department policies and procedures. Performs other related duties as assigned.
Other Specifications
Must exhibit a high level of professionalism and a keen understanding of protocol. Ability to organize work effectively and prioritize objectives in a fast-paced technology service environment. Ability to exercise discretion, excellent reasoning, and independent judgment when addressing sensitive operational and personnel matters. Skilled in directing multiple tasks, setting priorities, and organizing complex service operations. Ability to work collaboratively with university faculty, staff, students, and external partners. Effective interpersonal and relationship-building skills are required. Strong written and oral communication skills, including the ability to present technical concepts in user-friendly language. Strong customer service orientation and commitment to providing high-quality user support experiences. Allocates approximately 25% of weekly work time to supporting shared services partners across the Texas State University System by coordinating and delivering collaborative online technology support services. Partners with institutions aligning service standards, participate in systemwide meetings, conduct periodic on-site and virtual engagements, provide reports and service metrics, and lead technical consultations and service communications to ensure consistent, high-quality technical support service delivery across institutions.
This position may be designated as a Campus Security Authority (CSA).
Full Time Part Time
Full Time
Quicklink
https://shsu.peopleadmin.com/postings/46907
EEO Statement
Sam Houston State University is an Equal Employment Opportunity Employer and Smoke/Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, creed, ancestry, marital status, citizenship, color, national origin, sex, religion, age, disability, or protected veteran status. The University takes seriously the initiative to ensure equal opportunity in the workforce and to comply with Title VII as interpreted by the U.S. Supreme Court. Sam Houston State University is an “at will” employer. Employees with a contract will have additional terms and conditions. Security-sensitive positions at SHSU require background checks in accordance with Education Code
202600092S
Title
Associate Director IV - Associate Director of Learning Technologies Support Operations (Internal Applicants Only)
FLSA Status
Exempt
Hiring Salary
This position is a pay grade 18. Please see Pay Grade Table at: https://pa-hrsuite-production.s3.amazonaws.com/116/docs/550174.pdf.
Occupational Category
Professional
Department
SHSU Online
Division
Division of Academic Affairs
Open Date
04/17/2026
Open Until Filled
Yes
Educational And Experience Requirement
Bachelor’s degree in Information Technology, Computer Science, Business Administration, Higher Education Administration, Instructional Technology, or related field. Master’s degree preferred. Six years of experience managing technical support teams, technology service operations, or customer support services, preferably in higher education or a professional technology support environment. Additional education may be considered in lieu of experience.
Must be a current Sam Houston State University employee in order to be considered for this position.
Nature & Purpose Of Position
Performs advanced complex managerial work providing direction and guidance in service operations, strategic planning, and personnel management supporting online learning technologies and digital education systems. With oversight of the Executive Director of Online Technology Support Operations, establishes the strategic plan, various initiatives, and objectives.
Primary Responsibilities
Plans, organizes, and directs the day-to-day functions of Online Technology Support personnel, including both full-time and student employees. Serves as the managerial point of contact for complex service issues, operational procedures, and technology support workflows. Organizes, plans, and evaluates staff work assignments, supervision, training, and technical direction to ensure effective service delivery across online learning platforms and enterprise academic technologies. Directs online technology support operations to ensure quality standards are met in technical troubleshooting, customer service interactions, ticket resolution, and user assistance across learning technologies and digital systems. Oversees operational workflows and project completion efforts, ensuring timely and effective delivery of support services. Produces accurate and timely operational reports to professional staff and leadership, including service metrics, performance indicators, and trend analyses. Develops a team culture that facilitates, promotes, and sustains collaboration, service excellence, accountability, and innovation. Ensures compliance with applicable state and federal laws, university policy, security protocols, accessibility standards, and divisional directives. Continuously evaluates and assesses the online learning technology support landscape, inside and outside of SHSU Online, with particular focus on identifying scalable service improvements, emerging technologies, and opportunities to enhance the user support experience. Makes decisions independently under the authority of the director when the director is absent. Enforces department policies and procedures. Performs other related duties as assigned.
Other Specifications
Must exhibit a high level of professionalism and a keen understanding of protocol. Ability to organize work effectively and prioritize objectives in a fast-paced technology service environment. Ability to exercise discretion, excellent reasoning, and independent judgment when addressing sensitive operational and personnel matters. Skilled in directing multiple tasks, setting priorities, and organizing complex service operations. Ability to work collaboratively with university faculty, staff, students, and external partners. Effective interpersonal and relationship-building skills are required. Strong written and oral communication skills, including the ability to present technical concepts in user-friendly language. Strong customer service orientation and commitment to providing high-quality user support experiences. Allocates approximately 25% of weekly work time to supporting shared services partners across the Texas State University System by coordinating and delivering collaborative online technology support services. Partners with institutions aligning service standards, participate in systemwide meetings, conduct periodic on-site and virtual engagements, provide reports and service metrics, and lead technical consultations and service communications to ensure consistent, high-quality technical support service delivery across institutions.
This position may be designated as a Campus Security Authority (CSA).
Full Time Part Time
Full Time
Quicklink
https://shsu.peopleadmin.com/postings/46907
EEO Statement
Sam Houston State University is an Equal Employment Opportunity Employer and Smoke/Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, creed, ancestry, marital status, citizenship, color, national origin, sex, religion, age, disability, or protected veteran status. The University takes seriously the initiative to ensure equal opportunity in the workforce and to comply with Title VII as interpreted by the U.S. Supreme Court. Sam Houston State University is an “at will” employer. Employees with a contract will have additional terms and conditions. Security-sensitive positions at SHSU require background checks in accordance with Education Code
- 51.215.