Support Team Manager

2 months ago

Waterloo, Canada University of Waterloo Full time

Overview:
**Term: 2 years.**

The Support Team Manager (STM) possesses expert level knowledge in a range of educational technologies which are used for providing operational support for the full lifecycle of both credit and non-credit fully online/technology-enabled courses developed by the Centre for Extended Learning (CEL). The incumbent will be hiring, managing and leading by example a team of Learning Technologies Analysts (LTA) and an Information Systems Analyst (IST) who are responsible for:

- Time sensitive technical service desk support, front-line relationship management, and providing exceptional service to all stakeholders including students, instructors, TAs, CEL Systems team and CEL Staff
- Coordinating development and delivery support activities with other service departments across campus including Instructional Technologies and Media Services (ITMS) and Centre for Teaching Excellence (CTE)
- Investigating and advising on the appropriateness of current and future educational technologies to the Systems team and course development team within CEL
- Acting as the liaison between faculties, departments, Registrar’s Office, external partners and CEL to ensure data accuracy and integrity in business-critical systems (e.g. Student Information System (SIS), course and exams scheduling systems)
- Providing proactive, timely and accurate data, models, and internal and external reports on a wide range of University activities and issues pertinent to institutional operation and strategic goals
- Supporting management decisions through data analysis, visualization and business intelligence; and
ensuring a stable, secure and modern computing work environment within CEL

The STM is responsible for assigning and coordinating their work, coaching and professional development, and performance management, as well as providing overall leadership in educational technology and strategic planning for the team. In addition to the management and leadership roles, this position will also be accountable for providing technical support for fully online/technology-enabled course delivery, educational technology consulting for course development, and training and documentation of educational technologies. The STM is also part of the overall CEL Management team, contributing to the continuous improvement of online course production strategies, and overall leadership of the unit

**Responsibilities**:
Supervision & Coaching
- Lead recruitment of the support team and manage on-boarding, orientation, and training
- Promote growth in performance through ongoing performance management and reviews
- Undertake and lead educational technology projects with input from the Associate Director, Systems
- Provide guidance and direction to the support team in technical support, educational technology consulting, training and documentation
- Optimize individual productivity and ensure timelines are met at the expected quality
- Ensure high levels of client satisfaction
- Inform the Associate Director, Systems of work progress and raise any issues that require escalation/intervention
- Collaborate and communicate with other team managers in CEL to ensure that all CEL support needs are met

Leadership
- Provide leadership in the evolution of information systems, development/selection of tools and technologies, and project management strategies and methodologies
- Plan and facilitate support team meetings
- Create and continuously refine documentation that defines support roles and responsibilities
- Monitor and actively work to maintain/build team morale and job satisfaction
- Conduct strategic planning with the team to identify priorities in alignment with the Systems team’s mission and CEL’s overall priorities
- Ensure team members stay current on literature, research and innovation in the field of educational technology
- Plan and initiate learning opportunities for team members to promote knowledge and skills development
- Conduct research into educational technologies and online learning best practices
- Deliver and facilitate workshops and information sessions for key stakeholders
- Inform the technological rationale when new learning technology tools are introduced within the online learning environment.
- Coordinate privacy and security audits for cloud-based educational technologies with IST and the privacy office

CEL Management
- Represent the support team at the Systems weekly team update meeting, operations committee meeting, LEO and other committees as required
- Participate and contribute to overall decision-making, including strategic planning, allocation of resources, recruitment and task prioritization
- Advise the Associate Director, Systems and management team on overall CEL support strategies and their implementation
- Build and manage relationships with external units/stakeholders such as IST, ITMS, CTE, RO etc.
- Support special CEL projects and initiatives as assigned by the Associate Director, Systems, incl

  • Team Assistant

    3 weeks ago

    Waterloo, Canada Home and Community Care Support Services Full time

    **Job Description**: **TEAM ASSISTANT, EQUIPMENT & SUPPLIES** **POSITION TITLE**: Team Assistant, Equipment & Supplies **REPORTS TO**: Manager, Patient Services **POSITION STATUS**: Temporary, Full-Time (up to 12 months) **DIVISION / DEPARTMENT**: Patient Services **LOCATION**:Waterloo **COMPETITION NUMBER**:23-C-023 **POSTING DATE**:May24,...

  • Team Assistant

    3 weeks ago

    Waterloo, Canada Home and Community Care Support Services Full time

    **Job Description**: Are you highly organized, detail-oriented and able to work accurately in a busy environment with frequent interruptions? Are you seeking a rewarding career that cares for others, in an organization that cares for you? You’re looking in the right place. As a **Team Assistant**, you will provide support for the assigned team in their...

  • Is Support Team Leader

    1 week ago

    Waterloo, Canada Bouygues Energies & Services UK Full time

    **IS Support Team Leader**: Bouygues Energies & Services Solutions - Waterloo - Becket House We currently have an exciting opportunity for an IS Support Team Leader to join our team in Becket House. This role will involve being responsible for third line support and project activities of IS Systems and to deliver the on-going support and development of the...

  • Care Coordinator

    2 months ago

    Waterloo, Canada Home and Community Care Support Services Full time

    **Job Description**: **CARE COORDINATOR - FAMILY MANAGED HOME CARE TEAM**: **REPORTS TO**: Patient Services Manager **LOCATION**: Home and Community Care Support Services Waterloo Wellington **OFFICE BASE**: Waterloo-Wellington Region (Office Base = Waterloo) **STATUS**: Permanent, Full-Time **SCHEDULE**:7 hours/day, prescheduled...

  • Team Assistant

    1 day ago

    Waterloo, Canada Home and Community Care Support Services Full time

    Are you highly organized, detail-oriented and able to work accurately in a busy environment with frequent interruptions? Are you seeking a rewarding career that cares for others, in an organization that cares for you? You're looking in the right place. As a Team Assistant, you will provide support for the assigned team in their daily activities to ensure...

  • Team Assistant, Equipment

    3 weeks ago

    Waterloo, Canada Home and Community Care Support Services Full time

    **Job Description**: **TEAM ASSISTANT, EQUIPMENT & SUPPLIES** **POSITION TITLE**: Team Assistant, Equipment & Supplies **REPORTS TO**: Manager, Patient Services **POSITION STATUS**: Temporary, Full-Time (up to 12 months) **DIVISION / DEPARTMENT**: Patient Services **LOCATION**:Waterloo **COMPETITION NUMBER**:23-C-016 **POSTING DATE**:May 2,...

  • Team Assistant, Wellington Float

    2 weeks ago

    Waterloo, Canada Home and Community Care Support Services Full time

    **Job Description**: **TEAM ASSISTANT, WELLINGTON FLOAT** **POSITION TITLE**: Team Assistant, Wellington Float **REPORTS TO**: Manager, Patient Services **POSITION STATUS**: Permanent, Part-Time (0.5 FTE) **DIVISION / DEPARTMENT**: Patient Services **LOCATION**:Fergus **COMPETITION NUMBER**:23-C-026 **POSTING DATE**:June 2, 2023 **CLOSING DATE**:4:30...

  • Team Assistant, Equipment

    2 weeks ago

    Waterloo, Canada Home and Community Care Support Services Full time

    **Job Description**: **TEAM ASSISTANT, EQUIPMENT & SUPPLIES** **POSITION TITLE**: Team Assistant, Equipment & Supplies **REPORTS TO**: Manager, Patient Services **POSITION STATUS**: Temporary, Full-Time (up to 5 months) **DIVISION / DEPARTMENT**: Patient Services **LOCATION**:Waterloo **COMPETITION NUMBER**:23-C-025 **POSTING DATE**:June 2,...

  • Team Assistant, Short Stay

    2 weeks ago

    Waterloo, Canada Home and Community Care Support Services Full time

    **Job Description**: **TEAM ASSISTANT, SHORT STAY** **POSITION TITLE**: Team Assistant, Short Stay *** **REPORTS TO**: Manager, Patient Services **POSITION STATUS**: Temporary, Full-Time (up to 12 months) **DIVISION / DEPARTMENT**: Patient Services **LOCATION**:Waterloo **COMPETITION NUMBER**:23-C-018 **POSTING DATE**:May 9, 2023 **CLOSING...

  • Team Assistant, Kw Community

    1 week ago

    Waterloo, Canada Home and Community Care Support Services Full time

    **Job Description**: **TEAM ASSISTANT, KW COMMUNITY** **POSITION TITLE**: Team Assistant, KW Community **REPORTS TO**: Manager, Patient Services **POSITION STATUS**: Temporary, Full-Time (up to 12 months) **DIVISION / DEPARTMENT**: Patient Services **LOCATION**:Waterloo **COMPETITION NUMBER**:23-C-031 **POSTING DATE**:August 3, 2023 **CLOSING...

  • Team Assistant, Kw Community

    6 days ago

    Waterloo, Canada Home and Community Care Support Services Full time

    **Job Description**: **TEAM ASSISTANT, KW COMMUNITY** **POSITION TITLE**: Team Assistant, KW Community**REPORTS TO**: Manager, Patient Services**POSITION STATUS**: Temporary, Full-Time (up to 12 months)**DIVISION / DEPARTMENT**: Patient Services**LOCATION**:Waterloo**COMPETITION NUMBER**:23-C-037**POSTING DATE**:August 24, 2023**CLOSING DATE**:4:30 pm,...

  • Team Assistant, Short Stay

    1 week ago

    Waterloo, Canada Home and Community Care Support Services Full time

    **Job Description**: **TEAM ASSISTANT, SHORT STAY** **POSITION TITLE**: Team Assistant, Short Stay *** **REPORTS TO**: Manager, Patient Services **POSITION STATUS**: Permanent, Full-Time **DIVISION / DEPARTMENT**: Patient Services **LOCATION**:Waterloo **COMPETITION NUMBER**:23-C-011 **POSTING DATE**:April 12, 2023 **CLOSING DATE**:4:30 pm, April...

  • Team Assistant, Grand River Hospital

    3 weeks ago

    Waterloo, Canada Home and Community Care Support Services Full time

    **Job Description**: **TEAM ASSISTANT, GRAND RIVER HOSPITAL** **POSITION TITLE**: Team Assistant, Grand River Hospital **REPORTS TO**: Manager, Patient Services **POSITION STATUS**: Permanent, Full-Time **DIVISION / DEPARTMENT**: Patient Services **LOCATION**:Waterloo **COMPETITION NUMBER**:23-C-017 **POSTING DATE**:May 2, 2023 **CLOSING DATE**:4:30...

  • Team Assistant, Chta

    2 weeks ago

    Waterloo, Canada Home and Community Care Support Services Full time

    **Job Description**: **TEAM ASSISTANT, CHTA (Extended Hours)** **POSITION TITLE**: Team Assistant, CHTA Extended Hours **REPORTS TO**: Manager, Patient Services **POSITION STATUS**: Permanent, Full-Time **DIVISION / DEPARTMENT**: Patient Services **LOCATION**:Waterloo **COMPETITION NUMBER**:23-C-028 **POSTING DATE**:June 28, 2023 **CLOSING...

  • Team Assistant, Hospice Palliative Care

    2 weeks ago

    Waterloo, Canada Home and Community Care Support Services Full time

    **Job Description**: **TEAM ASSISTANT, HOSPICE PALLIATIVE CARE** **POSITION TITLE**: Team Assistant, Hospice Palliative Care *** **REPORTS TO**: Manager, Patient Services **POSITION STATUS**: Temporary, Part-Time (0.5 FTE, up to 6 months) **DIVISION / DEPARTMENT**: Patient Services **LOCATION**:Waterloo **COMPETITION NUMBER**:23-C-006 **POSTING...

  • Team Assistant, Guelph General Hospital

    2 weeks ago

    Waterloo, Canada Home and Community Care Support Services Full time

    **Job Description**: **TEAM ASSISTANT, GUELPH GENERAL HOSPITAL** **POSITION TITLE**: Team Assistant, Guelph General Hospital **REPORTS TO**: Manager, Patient Services **POSITION STATUS**: Permanent, Full-Time **DIVISION / DEPARTMENT**: Patient Services **LOCATION**:Waterloo **COMPETITION NUMBER**:23-C-030 **POSTING DATE**:August 1, 2023 **CLOSING...

  • Receptionist Team Assistant

    2 days ago

    Waterloo, Canada Home and Community Care Support Services Full time

    **Job Description**: **_ CARE AND BE CARED FOR - THIS IS YOUR HOME_**: Are you highly organized, detail-oriented and able to work accurately in a busy environment with frequent interruptions? Are you seeking a rewarding career that cares for others, in an organization that cares for you? You’re looking in the right place. As a **Reception Team...

  • Receptionist Team Assistant

    1 day ago

    Waterloo, Canada Home and Community Care Support Services Full time

    CARE AND BE CARED FOR - THIS IS YOUR HOMEAre you highly organized, detail-oriented and able to work accurately in a busy environment with frequent interruptions? Are you seeking a rewarding career that cares for others, in an organization that cares for you? You're looking in the right place.As a Reception Team Assistant, you will provide reception and...

  • Team Assistant, St. Mary’s General Hospital

    1 week ago

    Waterloo, Canada Home and Community Care Support Services Full time

    **Job Description**: **TEAM ASSISTANT, ST. MARY’S GENERAL HOSPITAL** **POSITION TITLE**: Team Assistant, Intake, St. Mary’s General Hospital **REPORTS TO**: Manager, Patient Services **POSITION STATUS**: Permanent, Full-Time **DIVISION / DEPARTMENT**: Patient Services **LOCATION**:St. Mary’s General Hospital **COMPETITION...

  • Team Assistant, Chta/cba

    1 week ago

    Waterloo, Canada Home and Community Care Support Services Full time

    **Job Description**: **TEAM ASSISTANT, CHTA/CBA (EXTENDED HOURS)** **POSITION TITLE**: Team Assistant, CHTA/CBA (Extended Hours) *** **REPORTS TO**: Manager, Patient Services **POSITION STATUS**: Permanent, Full-Time **DIVISION / DEPARTMENT**: Patient Services **LOCATION**:Waterloo **COMPETITION NUMBER**:23-C-012 **POSTING DATE**:April 12,...