Services Supervisor

Location
California, United States
Posted
19 Oct 2018
End of advertisement period
19 Dec 2018
Ref
80554
Contract Type
Permanent
Hours
Full Time

The Learning Environment Integration Team is looking for a Services Supervisor to provide outstanding customer service to members of the Stanford community in the Lathrop Learning Hub. The Hub is the place on campus for students to get their academic technology needs met—especially those related to digital media production and emerging technologies.

The Learning Hub Services Supervisor reports to the Learning Hub Manager and is responsible for developing and inspiring a dynamic team of student workers who provide in-person, phone, and email based services at the Tech Desk and around Hub. The Hub services include: equipment loans, poster printing, assistance with digital media production, and a makerspace.

You are passionate about technology, service, and helping people, especially students. You learn quickly, work well in a team environment, and are able to juggle multiple priorities.

If this sounds like the job for you, click the Apply for Job link to create an application. Along with your application, please include a resume and a cover letter describing your interest in this position and how you think your qualifications are a match.

The Learning Environment Integration Team is a part of the Office of the Vice Provost for Teaching and Learning. Our members provide resources, facilities, and services in the areas of academic and emerging technologies, language learning and assessment, and learning space design in support of learning success for the Stanford University community.

JOB PURPOSE:

Under general supervision, provide technical support to end-users for computer hardware, software, and network related problems. Facilitate the integration of technology into teaching, learning, and/or research activities. Will work with the Lathrop Learning Hub Manager to provide high-quality customer-service experiences in primarily face-to-face interactions and to maintain informal learning environments and classrooms in top condition.

CORE DUTIES*:

  • Recruit, hire, develop, and inspire a team of student workers to provide outstanding customer service while also maintaining sensitivity to the fact that students’ academic work is their highest priority.
  • Implement, administer and evaluate day-to-day activities of the Lathrop Learning Hub. Act as key contact for the service desk.
  • Independently plan and effectively solve problems in a fluid, demanding environment. Analyze, develop, revise, and implement procedures for the Lathrop Learning Hub.
  • Diagnose and resolve end-user problems; respond to escalated issues from clients and other support teams; perform triage, provide remote problem resolution when possible, refer problems to associated groups.
  • Organize and/or participate in outreach activities, with the Learning Hub Manager that may include communications, events, training, and/or conferences.
  • May collect and analyze data, create reports, review and explain trends; formulate and evaluate alternative solutions and/or recommendations to achieve the goals of the Lathrop Learning Hub.
  • Investigate and test new tools, systems, techniques, hardware, and software products.
  • Work on projects requiring expertise and creativity in analysis and deployment of technology.
  • Determine multimedia, online, and educational technology needs for instructors and/or students, and provide or coordinate solutions. Provide assistance in the direct integration of technology into course curricula, extra-curricular or co-curricular learning, and/or research projects.
  • Develop relationships with service providers throughout the university to advocate needs and obtain resources for faculty and students.
  • Participate in the development of resources, seminars, courses, or workshops to disseminate information about uses of technology.
  • Recommend software, hardware, and multimedia equipment.
  • Assess training needs; develop and deliver workshops and user-friendly documentation.
  • Participate in or lead projects to develop innovative uses of technology for research, student learning, and/or community building.
  • Engage in initiatives to encourage faculty and/or students to adopt the use of appropriate computer technologies in their teaching, learning, co-curricular activities, or research.
  • Provide outreach and advocacy within or across departments for effective uses of educational technology.
  • Stay informed about educational technology developments through lists, publications, and conferences.

* - Other duties may also be assigned

DESIRED QUALIFICATIONS:

  • Fluency with or ability to learn technologies and software applications, particularly those related to digital media production, audiovisual installations, and common makerspace equipment.
  • Experience working with higher education students or similar in a leadership or supervisory role.
  • Experience with creating and delivering training (or ability to learn).

MINIMUM REQUIREMENTS:

Education & Experience:

Bachelor's degree plus two years of relevant experience, or combination of education and relevant experience.

Knowledge, Skills and Abilities:

  • Current knowledge of the latest software and design standards.
  • Ability to define and solve logical problems for technical applications.
  • Knowledge of and ability to select, adapt and effectively use a variety of programming methods.
  • Ability to plan, design, develop, and evaluate engaging multimedia learning/training objects.
  • Knowledge of instructional design methodologies, pedagogical issues, and best practices for classroom, online and hybrid learning.
  • Strong knowledge of learning management systems and various classroom and online learning technologies.
  • Ability to recognize and recommend necessary changes in user and/or operations procedures.
  • Basic knowledge of software engineering principles.

Certifications and Licenses:

None

PHYSICAL REQUIREMENTS*:

  • Constantly perform desk-based computer tasks. 
  • Frequently sitting, use a telephone, grasp lightly/fine manipulation, bending, lifting, standing, and carrying equipment.
  • Occasionally stand/walk, lift/carry/push/pull objects that weigh 21-40 pounds.
  • Rarely kneel/crawl, climb (ladders, scaffolds, or other), writing by hand, sort/file paperwork or parts, grasp forcefully.

* - Consistent with its obligations under the law, the University will provide reasonable accommodation any employee with a disability who requires accommodation to perform the essential functions of the job.to

WORKING CONDITIONS:

  • This position will be regularly scheduled to work afternoons/evenings and Sundays.
  • Extended hours and weekends.
  • Occasional overnight travel.

WORK STANDARDS:

  • Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
  • Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
  • Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu.