Learning Spaces Services Manager

North Carolina State University
June 12, 2023
Offerd Salary:$72,000 - $79,837
Working address:N/A
Contract Type:Open-ended
Working Time:Full time
Working type:N/A
Ref info:N/A
Posting Details

Posting Information

Posting Number PG192553EP

Internal Recruitment No Working Title Learning Spaces Services Manager Anticipated Hiring Range $72,000 - $79,837 Work Schedule Monday through Friday 8:00 am to 5:00 pm Job Location Raleigh, NC Department About the Department

DELTA's role within the Office of the Provost is to advance the integration and support of learning technologies in NC State's academic programs and courses, both on campus and at a distance. DELTA supports distance-based credit programs and courses for the university, and provides enterprise academic technology and instructional support services for all modes of course delivery. Working with NC State instructors and partners, DELTA leads the way in designing, creating, implementing and supporting extraordinary digital learning experiences for our community of learners. DELTA applies expertise in technologies and pedagogies to create and nurture innovative, effective and impactful digital learning experiences for our community of instructors and learners with a collaborative, service-oriented and innovative mindset.

Essential Job Duties

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.

Other Responsibilities

  • Works with other campus support units to provide data-based, best practices information on content capture technologies and support in order to advance instructional technology initiatives.
  • Participates as a member of WolfWare, MPS, and DDE management and leadership teams to foster collaboration, sharing of knowledge, research, and development.
  • Collaborates with DELTA and campus entities to collectively advance instructional technology service and support initiatives.
  • Participates in DELTA projects and initiatives as assigned.
  • Provides the backend set-up and support for new semester set-up and scheduling.
  • Qualifications

    Minimum Education and Experience

  • Master's degree and at least one year of relevant experience; or Bachelor's degree with at least two years' of relevant experience; or an equivalent combination of education, training and relevant experience.
  • 1‐2 years of supervisory experience.
  • Other Required Qualifications

  • Experience working in Higher education supporting faculty and AV/IT inside classroom environments
  • Experience Running operations for highly available (tier one) services
  • Excellent verbal and written communication and customer service skills
  • Microsoft Windows Win 10 and Apple Mac OS X support Experience with ITSM solutions, such as ServiceNow or Remedy
  • Minimum of two years of experience with A/V integration and support
  • Must be able to use a computer keyboard and mouse
  • Project Management and vendor relationship skill
  • Strong analytical skills, solution development skills, and ability to communicate and work independently but also on a team with colleagues and external solution providers
  • Technical expertise in video capture systems and streaming technologies
  • Preferred Qualifications

  • Learning, technical curiosity, ability to rapidly build expertise in new areas
  • Extron A/V Associates Certification, CTS certification.
  • Experience with Extron or Crestron A/V components, lecture capture, and conferencing technologies such as Zoom, Google Meet, Webex, Polycom, or Skype.
  • Demonstrated vendor engagement experience.
  • Required License(s) or Certification(s)


    Valid NC Driver's License required No Commercial Driver's License required No

    Recruitment Dates and Special Instructions

    Job Open Date 05/01/2023

    Anticipated Close Date Special Instructions to Applicants

    Please include as attachments a resume, cover letter and contact information for at least 3 professional references.

    Position Details

    Position Number 00061588

    Position Type EHRA Non-Faculty Full Time Equivalent (FTE) (1.0 = 40 hours/week) 1.00 Appointment 12 Month Recurring Mandatory Designation - Adverse Weather Non Mandatory - Adverse Weather Mandatory Designation - Emergency Events Non Mandatory - Emergency Event Is this position partially or fully funded on ARRA stimulus monies? No Department ID 339001 - DELTA AA/EEO

    NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-515-3148 to speak with a representative at the Office of Institutional Equity and Diversity.

    If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or [email protected].

    Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.

    NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

    Supplemental Questions

    Required fields are indicated with an asterisk ().

  • How did you learn of this opportunity?
  • NCSU Website
  • Job Alert (automated email from our system)
  • NCSU Executive Search Services
  • Monster.com
  • CareerBuilder.com
  • InsideHigherEd.com
  • Other Online Job Board
  • Carolina Job Finder / Employment Guide
  • Job / Career Fair
  • The Chronicle of Higher Education
  • Professional Journal
  • Print Advertisement (Newspaper / Periodical)
  • Professional Organization
  • Direct Contact from NCSU HR Representative / Recruiter
  • NCSU Employee Referral
  • Social Media (LinkedIn, Twitter, Facebook, Other)
  • Other
  • If you learned about this vacancy from "other source" or "other website", please provide the source.
  • (Open Ended Question)

  • Please describe your experience working in Higher Education supporting faculty and students.
  • (Open Ended Question)

  • Do you have any experience supervising AV/IT teams that support classroom and instructional environments?
  • Yes
  • No
  • Do you have four or more years of supervisory experience?
  • Yes
  • No
  • Please elaborate on your supervisory and leadership skills.
  • (Open Ended Question)

  • Do you possess any technology certifications? If so, please provide the dates the certification was achieved.
  • (Open Ended Question)

  • Please elaborate on your experience with incident management/tracking systems (i.e. ServiceNow, Remedy, etc.).
  • (Open Ended Question)

    Application Materials Required

    Required Documents

  • Resume
  • Cover Letter
  • Contact Information for References
  • Optional Documents

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