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As a member of the Learning Platforms team, the Supervisor, Helpdesk supports a range of academic systems and technologies crucial for course design, media storage, communication, advising, and assessment. These platforms include, but are not limited to: Blackboard Ultra, Kaltura, Respondus, Ally, and EAB Navigate360. The Supervisor leads a dedicated helpdesk team, providing direct technical support to end-users and developing innovative solutions to continually improve help desk performance and user experience.

Primary Duties and Responsibilities: Supervisor, Helpdesk, is responsible for the following technical and professional duties to support university stakeholders (instructors, staff, and students):

● Supervises the Tier 1 support services for the University’s learning management system, its integrated technologies (e.g., Kaltura, Respondus, Zoom), and other supported academic applications (e.g. EAB Navigate360)

● Closely monitors incoming calls and emails through the appropriate tracking systems, reviewing and analyzing trends in the support requests.

● Communicates critical patterns in support requests through visualization tools (e.g., PowerBi) and proposes appropriate, measurable solutions to improve existing support processes.   

● Supervises and optimizes the performance of help desk technicians to meet or exceed customer expectations, including hiring, training, evaluation, and termination.

● Identifies and creates documented resolutions in an internal and public knowledge base, to enhance quality of service and to prevent future problems.

● Trains staff on departmental procedures and policies to ensure effective handling and timely escalation of issues, to internal and external members of the team.

● Identifies and onboards staff in leveraging cloud-based systems used for incident, call center and knowledge base management.

● Provides basic to advanced technical training of supported learning platforms for supported populations and events such as orientation for new faculty or staff, or new technology rollouts.

● Identifies and handles support requests that need further attention or alternative methods of support or training (e.g., in-person, remote troubleshooting, collaborative support).

● Assists leadership in developing escalation policies and procedures, to ensure problems have been adequately resolved.

● Responsive to events during the academic semester and assists leadership in distributing messaging to prepare the supported population.

Minimum Qualifications:

Education:

Associate’s degree in relevant field.

Experience:

Minimum 3 years of relevant experience. Any relevant education, certifications and/or work experience may be considered.

Knowledge, Skills and Attitudes:

● Skill in completing assignments accurately and with attention to detail.

● Ability to analyze, organize and prioritize work under pressure while meeting deadlines.

● Ability to process and handle confidential information with discretion.

● Ability to work independently and/or in a collaborative environment.

● Ability to direct, manage, implement, and evaluate department operations.

● Ability to establish department goals and objectives that support the strategic plan.

● Ability to lead, motivate, develop and train others.

● Ability to effectively plan, delegate and/or supervise the work of others.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

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