Supervisor, Learning Spaces Operations

5 days ago

Ottawa, Canada Carleton University Full time

**Duties and Responsibilities**:
Reporting to the Assistant Director, Learning Spaces and Production Services, the Supervisor, Learning Spaces Operations supervises the operations and support of Carleton’s pool classroom technologies. This includes supervising a service desk with multiple support tiers offering just in time learning spaces technical support in pool classrooms. The incumbent establishes service level standards and monitors the team’s response and resolution rates to classroom technology issues.

The incumbent develops and oversees documentation, training, and support resources for both team members and classroom technologies users.

The incumbent oversees the support of a wide variety of diverse learning spaces’ systems. This entails routine checks of equipment, corrective action, and prepares response plans to help support recovery and mitigation of operational failures.

The incumbent advises and guides end user technology selections and classroom technology control user interfaces by consulting and collecting feedback and data from general pool classroom users.

**Qualifications**:
The incumbent must possess the following qualifications:

- The incumbent must be a strong communicator (written, oral and listening).
- The incumbent must be service orientated, with attention to detail and nuances.
- The incumbent must be able to think critically regarding the timing of outages, upgrade strategies, and protocols for backups and recovery, and must possess excellent expertise to problem-solve and improvise technical solutions.
- The incumbent must be able to supervise continuing, casual and temporary staff members in a high pace environment.
- The incumbent must have the initiative and judgment required to perform the above tasks with mínimal direct supervision.

**Education and Experience**:
The above is normally acquired through the completion of:

- Honours degree, preferably in a science or technology related field
- A project management certification would be considered an asset
- Five years of supervisory work experience supporting teams in technical and client services, with technical expertise in diverse hardware/software environments.

**HR Note**:
Equivalencies will be considered. Applicants are encouraged to provide information which may demonstrate equivalent qualifications. Please note that applicants may be required to complete an employment test as part of the selection process for this position. Those applicants that are selected for an interview will be requested to contact the Human Resource Advisor assigned to this competition as soon as possible to discuss any accommodation requirements. Arrangements will be made to accommodate your request in a timely manner. Carleton University is strongly committed to fostering diversity within its community as a source of excellence, cultural enrichment, and social strength. We welcome those who would contribute to the further diversification of our University including, but not limited to: women; visible minorities; First Nations, Inuit and Métis peoples; persons with disabilities; and persons of any sexual orientation or gender identity and expressions.

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