Current Employees: If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here (https://www.myworkday.com/umiami/d/task/1422$7248.htmld) to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet (https://my.it.miami.edu/wda/erpsec/tipsheets/ER\_eRecruiting\_ApplyforaJob.pdf) . 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 (https://www.hr.miami.edu/careers/eo-ada/index.html) for additional information. Job Status: Full time Employee Type: Staff Pay Grade: A9