| Job Description: |
UF Information Technology (UFIT) is currently seeking a professional-level eLearning Support Manager to join Academic Technology, a unit within UFIT.
UF Information Technology (UFIT) enables teaching, learning, research, and service on campus and across the region with state-of-the-art enterprise IT systems, including SEC and SUS universities, and the opportunity to teach using HiPerGator.
Within Academic Technology, the eLearning Support (eLS) team oversees, administers, and supports several educational technologies to provide a robust online environment for teaching and learning at the University of Florida. Leveraging Canvas, our learning management system, eLS helps provide a home for UF’s course content and a platform for online engagement. The team provides assistance to thousands of faculty and staff each year supporting in-person, hybrid, and online courses.
The eLearning Support Manager will oversee a staff providing excellent support of the eLearning environment at the University of Florida. This involves educating the community on usage of tools, addressing incidents and requests for support, developing best practices, and engaging with stakeholders and vendors to further the university mission.
Some key responsibilities and characteristics of this position are:
- Supervising and coordinating the user support functions of the eLearning Support team and collaborating with the Service Desk Associate Director and Help Desk staff to establish, document, and maintain a seamless support process for users of supported systems and services.
- Providing third-tier technical support to end users of supported services by utilizing up-to-date knowledge, a deep understanding of eLearning technologies and services, and a high level of technical proficiency across multiple centrally supported services to enable expert-level problem solving, including simulating or recreating user issues.
- Instructing, directing, and reviewing the work of other team members related to providing third-tier user support for issues of significant technical complexity.
- Coordinating with eLearning support staff in other UF units to ensure the efficiency and effectiveness of distributed support operations.
- Engaging regularly with service providers to deliver a first-class eLearning environment at UF. This includes ongoing evaluation of current and future product capabilities to support an innovative and robust platform for teaching and learning.
- Communicating regularly with eLearning stakeholders through emails, recordings, and presentations to increase awareness and adoption of changes, enhancements, and new features.
- Participating in governance and operational meetings to determine user needs for teaching and learning tools, interoperability, and instructional methods, as well as contribute to the development of policies and procedures for new tools and approaches.
- Overseeing procedures and policies designed to assess and manage risk and ensure accessibility of the Course Management System, LTIs, tools, and other components of the eLearning ecosystem.
About UF Information Technology
Led by Vice President and CIO Elias Eldayrie, the eight departments comprising UFIT are: Academic Technology; Applications, Development, and Integrations; Business Center; Customer Experience and Resource Planning; Data Platform and Analytics; Information Security Office; Infrastructure and Communication Technology; and Research Computing. UF Information Technology (UFIT) enables teaching, learning, research, and service on campus and across the region with state-of-the-art enterprise IT systems, including SEC and SUS universities, and the opportunity to teach using HiPerGator. For more information about UFIT and its goals and governance, visit https://it.ufl.edu/about-ufit/strategic-plan/.
About the University of Florida
One of America’s all-around best universities, the University of Florida drives future-making education, eye-opening discoveries, life-saving health care, and community-building collaboration for our state, our nation, and our world. UF is in Gainesville, a city of approximately 150,000 residents in North-Central Florida, 50 miles from Florida’s West Coast, 67 miles from the Atlantic Ocean, and within a 2-hour drive to large metropolitan areas (Orlando, Tampa, Jacksonville). The beautiful climate and extensive nearby parks and recreational areas afford year-round outdoor activities, including hiking, biking, and nature photography. UF’s large college sports programs, museums, and performing arts center support various activities and cultural events for residents to enjoy. Learn more about what Gainesville has to offer at Visit Gainesville.
Exceptional Benefits
UF provides various leave programs based on an employee’s salary plan, including vacation, sick leave, holidays, personal leave days, and paid family leave. In addition to paid time off, the University of Florida offers a very competitive benefits package.
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