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Manager Daily Support Team

Employer
Utah Valley University
Location
Utah, United States
Salary
Salary Not specified
Posted Date
May 16, 2022

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Position Type
Administrative, Business & Administrative Affairs, Computer Services & Information Technology
Employment Level
Administrative
Employment Type
Full Time
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Manager Daily Support Team

Position Category: Staff - Full-Time

Summary:
Who We Are:
Utah Valley University is the largest public, comprehensive university in the state of Utah. UVU is an open-enrollment, dual-mission institution that serves as an integrated university and community college. At UVU, the administration, faculty, and staff believe everyone deserves the transforming benefits of high-quality education—that is affordable, accessible, and flexible.

Why You Should Join our Team:

With online technologies constantly adapting and changing to meet the needs of today's Higher Education institutions, the Daily Support Team with the Office of Teaching and Learning is a thriving hub for faculty and student technology support. You will have the opportunity to lead and promote this successful team that received a 97% satisfaction rating over the past academic year. We are looking to employ someone who is passionate about exceptional customer service, excels at troubleshooting technology and is talented at teaching and developing these skills in others. Strong applicants are dynamic, excellent communicators, and flourish in a fast-paced, team-centered environment.

What You'll be Doing:

  • Managing daily course support requests related to Canvas, Teams, Proctorio, and other teaching and learning issues received by or escalated to the Office of Teaching and Learning.
  • Training staff in technical troubleshooting and resolving support requests for Canvas and other course delivery related systems.
  • Monitoring key performance indicators to ensure high-quality customer service and providing regular communications to the OTL leadership of key performance indicators through charts and graphs.
UVU offers an excellent benefits package which includes a generous leave policy, 12 paid holidays, affordable medical and dental insurance options, life and AD&D insurance, tuition waiver (undergraduate resident) for employee and dependents and substantial employer contribution to a retirement plan.



Required Qualifications:
Graduation from an accredited college or university with a bachelor’s degree in a directly related field and two years’ experience related to the Summary of Duties;
or any combination of education and/or experience totaling six years.

Knowledge, Skills and Abilities:
Knowledge:
Knowledge of online course delivery related systems and other integrated technologies.
Knowledge of database management and data verification procedures.
Skills:
Expert in customer service
Skilled at troubleshooting technical issues in computer applications.
Experienced in training others in problem solving technics and processes.
Skilled in communicating effectively and technically in verbal and written formats.
Skilled at statistical analysis and presentation applications.
Skilled in developing others by knowing and leveraging their strengths and aspirations
Abilities:
Ability to work collaboratively in an academic community.
Ability to prioritize tasks and manage time effectively for both projects and daily responsibilities.
Ability to communicate effectively to a diverse group of individuals.
Ability to apply effective interpersonal, problem-solving, and decision-making skills.
Ability to supervise others and manage multiple work schedules.
Ability to maintain confidentiality of student records.

Preferred Qualifications:
Graduation from an accredited college or university with a bachelor’s degree in a directly related field and two years’ experience related to the Summary of Duties

Physical Requirements:
physical ability to perform computer work and answering phones.

Benefits Summary:
UVU offers an excellent benefits package which includes a generous leave policy, 12 paid holidays, affordable medical and dental insurance options, life and AD&D insurance, tuition waiver (undergraduate resident) for employee and dependents and substantial employer contribution to a retirement plan.



FLSA: Exempt

Pay Range: $51,755 - $64,693

Advertisement Number: STA133422
Open Date: 05/12/2022
Review Start Date: 05/18/2022
Close Date:
Open Until Filled: Yes

Special Instructions to Applicant: This position manages a team that is required to be in office Monday - Friday 8:00am - 8:00pm, and one specialist is remote on Saturday 10:00am - 4:00pm. Recommended work hours for this position is Monday - Friday 9:30am - 6:00pm.

To apply, visit: https://www.uvu.jobs/postings/28358

Employment decisions are made on the basis of an applicant’s qualifications and ability to perform the job without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age (40 and over), disability, veteran status, pregnancy, childbirth, or pregnancy-related conditions, genetic information, or other bases protected by applicable federal, state, or local law. jeid-a0acbb3f14b14c42b7077b4b4b18a953
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