What are the responsibilities and job description for the Manager, Instructional Support and Training position at University of San Diego?
Duties
and Responsibilities :
Daily oversight of the Instructional Support team
Lead and monitor internal processes and improvement effort projects that enhance instructional support services and operational effectiveness.
Oversee data collection and reporting, using platforms like Salesforce to track metrics on course design, faculty support, and training outcomes, and to assess and communicate team successes. Conduct regular one-on-one meetings with staff to provide coaching, actionable feedback, and support to foster professional growth.
Develop reports utilizing Canvas and Salesforce data as a service to inform department processes. Identify professional development and training opportunities for employees that advance their design and customer services skills.
Identify and facilitate professional development opportunities for team members to strengthen their instructional design, technology, and customer service skills.
Utilized data to analyze workload data regularly to identify trends and make data-driven decisions that improve team efficiency and responsiveness to faculty needs.
Evaluate and update support processes, training materials, and delivery methods to ensure relevance, engagement, and effectiveness for faculty.
Coordinate the daily tasks and schedules of the IS team to ensure priority alignment, equitable workload distribution, and prompt service request fulfillment.
Track and monitor service requests, acting as a liaison between the IT Help Desk, end users, and issue resolution teams. Ensure accurate documentation of Tier One and Tier Two tasks and that all team members are well-trained on Tier One responsibilities.
Manage LDC Support communications, including planned and unplanned announcements, and coordinate information on new technology implementations or trends impacting instructional support.
Oversee the development and maintenance of comprehensive documentation for IS team operations to ensure consistency and efficiency.
Maintain and analyze data on faculty engagement, satisfaction, and service utilization to inform decisions and improve support services.
Project Management
Lead and manage strategic initiatives that drive innovative and effective adoption of educational technologies and enhance instructional quality across programs.
Design, facilitate and oversee high-quality faculty training courses and workshops and other high-quality faculty support programming.
Develop and manage project timelines and resources to ensure that projects are completed on time and within budget. Maintain regular communication with stakeholders, providing clear project updates, managing expectations, and addressing any challenges proactively.
Manage outreach efforts to enhance the visibility of instructional support services, including regular updates to the LDC website to showcase accomplishments, highlight department successes, and communicate available resources and training opportunities.
Liaise and collaborate with key stakeholders throughout USD and the LDC team, particularly those that impact multimedia design, faculty in the learning ecosystem : online learning, learning management systems, and technology integration into the curriculum. Actively seek stakeholder feedback to inform decision-making, align support services with institutional needs, and maintain responsiveness to evolving teaching and learning priorities.
Lead educational innovation initiatives that impact faculty teaching practices by researching and implementing new technologies and instructional approaches in collaboration with faculty and other stakeholders.
Work with LDC leadership to develop, implement, and manage a comprehensive training curriculum for faculty, focusing on areas such as onboarding / orientation, course design, facilitation, integrative learning strategies, and retention to enhance teaching effectiveness and the overall student experience.
Collaborates with educational and administrative support units to achieve faculty development, as well as teaching effectiveness goals based on student feedback and outcomes.
Coordinate with the IT Help Desk for departmental planning, using insights from support requests, incident reviews, and feedback from faculty, staff, and students to guide improvements in service delivery.
Other duties as assigned
Special Conditions of Employment :
Must be able to work flexible hours including evenings and weekends in order to meet project deadlines. Must be able to work with all required technologies and tools.
Background check : Successful completion of a pre-employment background check.
Degree Verification Requirement : Persons offered employment in this position will be required to provide official education transcripts for degree verification purposes.
Job Requirements :
Minimum Qualifications :
Master’s degree in education, human resources, or related area required. Five or more years of demonstrated work experience in faculty development in higher education or related institution / environment required.
Experience collaborating across departments and teams to achieve institutional objectives.
Preferred Qualifications :
Project Management certification preferred.
Performance Expectations - Knowledge, Skills and Abilities :
Technical & Operational Knowledge
Strong understanding of faculty support processes to identify gaps in faculty support and proactively coordinate support efforts.
Ability to strategically implement processes that improve team efficiency and quality of support services.
Project Management & Strategic Execution
Expertise in implementing and managing educational technologies that support teaching and learning.
Ability to apply best practices in educational technology pedagogy to enhance faculty teaching effectiveness.
Strong organizational and multitasking skills to manage multiple concurrent projects and strategic initiatives.
Ability to develop and articulate department strategies and goals in a way that motivates and guides team members.
Communication & Collaboration
Excellent verbal and written communication skills across various formats (email, in-person, video conferencing, etc.).
Ability to foster open and proactive communication within teams and with external stakeholders.
Strong interpersonal and leadership skills to encourage feedback, support alignment, and enhance service delivery.
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