What are the responsibilities and job description for the Supervisor - Training and Client Support position at Harper College?
Responsible for planning, directing, and overseeing the operations of the Employee Technical Skills Training (ETST) area. Supports the Manager of the Service Desk in supervising IT Service Desk staff.
Manages the day-to-day operations of the ETST area.
Performs duties associated with managing staff, including assigning personnel and other resources to projects and initiatives and hiring and evaluating assigned staff.
Creates material for new training programs; monitors, measures, evaluates, and modifies existing and proposed programs, and recommends appropriate changes.
Identifies technology training needs, develops training material in multiple formats (web, self-help, classroom, one-on-one), and provides training to Harper employees.
Responds to service desk technology escalation requests. Tracks and maintains statistics of usage, calls, training, etc.
Keeps current with industry developments and standards in order to make recommendations for technology training improvements.
Collaborates with peers for adherence to best practices and process standardization.
Contributes to technical support documentation of resolutions, processes, and procedures. Participates in the development, implementation, and communication of guidelines and procedures for the usage, deployment and management of systems and software supported by Information Technology.
Functions as a member of the technical management team that works together to integrate educational, fiscal, technology, and personnel planning to ensure achievement of the College’s mission.
Performs related duties as assigned.
Relationship Building / Tasks :
- Build solid cross-functional relationships.
- Work with subject matter experts and course sponsors to collect feedback and integrate it into the training needs.
- Work with client personnel via email, phone, and in person to collect information needed to provide training.
- Participate in team brainstorming and strategy meetings to help define goals and direction.
Knowledge & Skills Required :
Administrative :
Training :
Technology :
Minimum Acceptable Qualifications
Education : Bachelor's degree in technology related field or a combination of bachelor’s degree in un-related field and relevant work experience. Master’s degree in technical field or business preferred.
Experience : Five years of progressive experience in a technical role. Must possess excellent verbal and written communications skills as well as the ability to grasp a quick understanding of new technology. Project Management experience preferred.
Salary : $85,640
