Learning Systems Support Lead

The Learning Systems Support Lead provides day-to-day technical and functional support for the University’s learning management system (LMS) and related teaching and learning technologies. The Analyst supports faculty, students, and staff and serves as a primary point of contact for Instructional/Educational Technology-related support requests from the University IT Service Desk and other University support teams.

Support requests are received through the University’s service management system, OLC Support email, telephone, and referrals from other University offices. The Analyst monitors and manages this incoming support activity; troubleshoots and resolves technical and administrative issues; and triages, escalates, coordinates, and follows up on issues requiring assistance from LMS Administration, Information Technology, Enrollment, Instructional Design, or other functional and technical areas. The Analyst also serves as the backup LMS Administrator.

In addition to providing direct support, the Learning Systems Support Lead serves as the primary operational owner of learning systems support function, including processes, workflows, escalation pathways, documentation, and self-help resources. The Lead analyzes support activity to identify recurring issues and trends, investigates root causes, maintains support processes and self-help resources, and coordinates with appropriate University offices to address recurring issues and improve the effectiveness of the support model. The Analyst also assists with course maintenance and other learning systems responsibilities as needed.

Reports to the Director, Online Learning Center.

Essential Duties and Responsibilities*

• Provide day-to-day technical and functional support for the LMS and related teaching and learning technologies, including resolving technical and administrative issues for faculty, students, and staff.
• Provide Instructional/Educational Technology-related support to the University's Information Technology Service Desk and other University support teams, troubleshooting issues and coordinating escalation or resolution with appropriate functional and technical areas.
• Manage the day-to-day learning systems support operation, including incoming requests received through the University's service management system, OLC Support email, telephone, and other support channels; assess and prioritize requests and resolve, triage, escalate, coordinate, and follow up on issues through appropriate resolution.
• Participate in live support activities via video conferencing and chat as necessary and required.
• Analyze support activity and service data to identify recurring issues, trends, and opportunities for improvement; lead investigation of root causes and coordinate cross-functional resolution of systemic or recurring support issues with appropriate University offices.
• Develop, maintain, and improve support documentation, FAQs, self-help resources, standard procedures, and other knowledge resources for faculty, students, staff, and University support teams.
• Establish, maintain, and continuously improve learning systems support processes, workflows, service practices, communications, escalation pathways, and other resources to ensure effective and consistent support and reduce recurring support needs.
• Build and maintain course content in Canvas using the Canvas Rich Content Editor and HTML/CSS as appropriate.
• Support the Instructional Design team in the maintenance of online courses, including updating course content and resolving content-related technical issues.
• Collaborate with faculty to make minor course content updates, including correcting broken links, formatting pages, linking files, and addressing other course content issues.
• Serve as backup LMS Administrator and assist with LMS administration and learning systems operations as needed.
• Participate in after-hours support as required to maintain University responsiveness to user support issues.

• Experience using and navigating a learning management system (LMS), preferably Canvas.
• Experience using Microsoft 365 and common teaching and learning technologies.
• Demonstrated technical troubleshooting, analytical, and problem-solving skills, including the ability to investigate issues, identify potential root causes, and determine appropriate next steps.
• Ability to recognize patterns and recurring issues across support requests and identify opportunities for process, system, documentation, or support improvements.
• Excellent customer service and communication skills, including the ability to interpret and communicate technical information clearly and effectively to users with varying levels of technical expertise.
• Ability to develop clear, accurate, and user-friendly technical documentation, procedures, FAQs, and self-help resources.
• Strong organizational skills and attention to detail, with the ability to prioritize and manage multiple support requests, issues, and responsibilities.
• Ability to learn new systems and technologies effectively and independently.
• Demonstrated ability to work productively across functional and technical teams and coordinate the resolution of issues involving multiple stakeholders.
• Ability to work independently, exercise sound judgment, and take ownership of issues through appropriate resolution, escalation, or coordination.
• Demonstrated ability to lead or coordinate a technical support function, workflow, or service, including establishing priorities, coordinating work across stakeholders, and improving support processes.
• 3-5 years of progressively responsible experience supporting a learning management system, enterprise application, instructional technology environment, or related technical support function. Experience coordinating technical support workflows, service operations, or cross-functional issue resolution preferred.
• Bachelor's degree in informational technology, instructional technology, education, business, or related field required. An equivalent combination of education and substantial progressively responsible relevant experience may be considered.