| Department Description: |
Information Technology Services is a service organization that is integral to the success of the University of San Diego. We succeed only when we meet and exceed the expectations of our customers. We have a passion for excellence and endeavor to set and deliver the highest standards of service, value, integrity, and responsiveness. We celebrate the diversity and power of people, ideas, and cultures. We respect and enrich the academic community in which we operate. We feel a sense of responsibility to lead by examples of creativity, enthusiasm, and loyalty to the University faculty, students, and staff.
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| Detailed Description: |
The Manager of Instructional Support and Training (IST) oversees the Instructional Support (IS) team to ensure high-quality, consistent support for faculty in the use of University of San Diego’s educational technologies. The Manager, IST contributes to the University of San Diego’s mission by advancing strategic goals that enhance instructional quality and support faculty in achieving academic excellence and student success. As a key member of the Learning Design Center management team, the IST Manager will provide daily operational direction and guidance to the IS teams, ensuring they have the resources, tools, and data necessary to deliver targeted, effective support for faculty and to manage team workloads effectively. The Manager, IST will oversee and manage the daily functions of the IS team, optimize resource distribution, and leverage project management and data analysis tools to track and enhance team performance, aligning closely with strategic campus technology initiatives.
In this role, the Manager, IST will drive continuous improvement and innovation in faculty support processes. This includes evaluating and implementing strategies for faculty support and professional development, tracking key data points such as faculty interaction, and using these insights to address faculty needs proactively. Collaborating with stakeholders across the institution, the Manager will champion initiatives that support faculty satisfaction and enhance the student experience in online and hybrid learning environments. This role also requires an adaptive approach to ensure the IS team remains responsive to evolving teaching practices and trends in educational technology.
As a strategic project manager, the Manager, IST will lead campus-wide initiatives that impact instructional support for both online and oncampus faculty. Working closely with the Sr. Director of the Learning Design Center, they will align support strategies with institutional goals, foster collaboration with departments, and manage faculty training programs. This aspect of the role involves designing and delivering faculty training sessions, creating training materials, and developing interactive workshops to build faculty competency in course technology use. By promoting skill development and knowledge-sharing, the Manager ensures faculty are equipped to deliver high-quality instruction and are engaged with the latest advancements in instructional technology
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.
Key Stakeholder Collaboration & Strategic Planning
- 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.
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