Educational Technology Support Manager

Job Summary: The Educational Technology Support Manager will play a key role in supporting technology integration in teaching and learning across Alvernia University. This position involves managing support tickets, facilitating technology training sessions, providing evening support for faculty and students, and overseeing the work-study staff at the help desk.  

Essential Functions:

1. Promote Franciscan ideals and adherence to the Mission of the University as demonstrated by the University's Ideal Characteristics. As we are an equal opportunity employer committed to Franciscan values, all employees share responsibility for advancing diversity, equity, and inclusion in the performance of their roles while demonstrating service orientation, respect for all, intellectual curiosity, solution focus and innovation, and mutual accountability.
2. Hire, manage, and mentor a team of Educational Technology work study students to assist in the duties of managing Educational Technology support tickets.
3. Respond promptly to Educational Technology-related support tickets from faculty, staff, and students. Troubleshoot issues, provide solutions, and document support activities to maintain records of issues and resolutions.
4. Plan and conduct training sessions on the use of educational technologies for faculty, staff, and students. Develop guides and knowledge base articles to supplement both training and support.
5. Offer technical assistance and support during evening hours to accommodate faculty and student schedules.

Qualifications/Education:

1. Commitment to the mission statement, core values, and goals of Alvernia University.
2. Bachelor’s degree in Educational Technology, Computer Science, or a related field (Master’s preferred). 
3. Proven experience in educational technology support or a similar role. 
4. Familiarity with learning management systems (LMS), video conferencing tools, and classroom technologies. 
5. Strong troubleshooting skills and ability to solve technical issues independently. 
6. Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders. 
7. Ability to manage multiple priorities and work in a dynamic environment. 
8. Experience in delivering technology training sessions or workshops is desirable. 

Physical Requirements:

1. Attendance is required to perform the duties of this job.
2. Prolonged periods of sitting at a desk and working on a computer.
3. Must be able to lift 25 pounds at times.