The Learning Spaces Services Manager (LSSM) provides leadership for professional IT staff and the management of monetary and technical resources assigned to the unit for the purpose of providing support to faculty, staff, students, and the university community. The LSSM guides the professional growth and development of staff and is responsible for recruiting, directly mentoring, reviewing the work of and, if needed, disciplining employees. Employs various strategies for supervising employees and delegates to staff when necessary. Understands technology used in the unit’s operations and its role within the enterprise. Independently plans and directs activities. Provides input to higher-level directors regarding direction of work within the unit. Actively participates in the development of the strategic direction of the organization. Contributes to the development of and enforces the operational standards of the unit.
The LSSM leads the staff in applying appropriate technology to projects of a broad organizational scope (e.g., department, college, university-wide) and researches technological changes to determine the impact and integration with existing standards and architecture of applications. The position evaluates customer needs and develops technical solutions, particularly solutions involving integration of multiple systems and applications.
Reporting the Associate Director of Learning Spaces Technology and Support, the position will be assigned primarily to North Carolina State University’s North Campus but will be expected to provide support to all areas of the campus including Centennial Campus and directly work with departments and faculty that require use of DELTA-supported learning spaces.
Staff Management
This is technical, analytical and supervisory work overseeing a staff of Technology Support Technicians and part-time staff tasked with the operation and support of a multi-million dollar AV/IT infrastructure. Position independently interfaces with support technicians, other IT personnel, off site collaborators, and NC State faculty. The Learning Space Support team consists of 7 FTEs providing teaching and learning support inside all DELTA-supported learning spaces from planning, consultation, and training for learning space technology used in remote, on-campus and hybrid teaching models. The position is responsible for the management of various monetary and technical resources assigned to the unit for the purpose of providing support to the unit’s customers. Responsible for recruiting part time employees, student workers, and directly mentoring, reviewing the work of and, if needed, disciplining employees. The position employs various strategies for supervising employees and delegates to staff when necessary. Evaluates customer needs and develops technical solutions, particularly solutions involving integration of multiple systems and applications.
Technical Knowledge
This position is a highly versatile technical position, dedicated to supporting digital learning at NC State University while maintaining, operating, and monitoring the systems at the core of DELTA’s AV/IT infrastructure. It is a key position in developing and maintaining a digital technical strategy for supporting DELTA media enhanced classrooms and the distance education course offerings. This is specialized work in creating, implementing, and maintaining technical application and media solutions. The position understands technology used in the unit’s operations and its role within the enterprise. Position independently plans and directs activities.
Planning and Organizing
The position establishes a course of action for self to accomplish specific goals [e.g., establishes action plans]. Identifies need, arranges for, and obtains resources needed to accomplish own goals and objectives. Effectively uses resources such as time and information to plan and implement the delivery and improvement of services, staffing and resources. Develops, communicates, and administers classroom policies and procedures and prepares accurate and timely information for clients and users. In concert with the associate director, assists in establishing directives, goals, and objectives of the work unit. Establishes work priorities and procedures and plans for the efficient utilization of materials and personnel resources as they relate to achieving the mission of the work unit. Assess and improve workflow quality and usability by translating end user requirements into technical solutions and identifies potential systems enhancements; engages with vendor technical resources as appropriate to resolve technical issues, understands product roadmaps and more effective utilization of existing technology solutions.
Strategic planning & project management
Reviews area accomplishments toward organizational objectives in order to maximize operational effectiveness. Provides strategic planning, and oversees the scope of services.
Customer Interaction
The Position seeks feedback from customers and service recipients to improve quality and design ways to exceed expectations. Establishes a proactive relationship with customers. Includes providing education to clients as appropriate. Ensures positive customer relationships and mentors peers to guarantee customer satisfaction. Interact with customers of all levels of technical ability, to explain digital media processes of varying complexity, and to document customer requirements effectively. Listens to concerns and resolves complaints effectively and promptly. Responds courteously in all interactions and provides timely assistance. Provides training and instruction for faculty and staff on using capture software and hardware; provides technical advice, training, and hands-on assistance as requested.