Administration & Support Team Supervisor

Information Technology and Computing Services ( ITCS) is the central agency that supports enterprise-wide computing at East Carolina University. ITCS, through innovative information technology initiatives and service, provides opportunities for the ECU community to excel in teaching, research, and service using state-of-the-market technology and collaborative environments. ITCS is first and foremost committed to providing excellent information technology support for faculty, staff, and students. ITCS partners with campus departments, other universities, and industry to make strategic investments in information technology infrastructure that will help maintain a competitive advantage in administrative applications, faculty research, and outreach to the state and nation. We will achieve this through increasing the core functions and deploying appropriate technology throughout the university.

The Learning Technologies Administration and Support team supports the technical administration of learning technologies that enhance teaching and learning across the university. The team provides comprehensive technical support and system administration for the full suite of learning technology tools. Daily responsibilities include responding to help tickets, troubleshooting issues, developing solutions, staying current with platform updates, and collaborating with vendors to ensure reliable, highquality services. In addition, the team contributes to ITrelated initiatives across campus.

INTERNAL POSTING: Open only to applicants currently employed by East Carolina University.

The Supervisor of Learning Technologies Administration and Support provides leadership for the team responsible for administering, maintaining, and supporting the university's suite of learning technology systems. This role oversees daily operations, guides staff development, assigns and monitors workloads, and ensures highquality support for faculty, students, and campus partners. The supervisor also serves as a toptier technical resource and backup administrator, troubleshooting complex issues, maintaining documentation, and staying current with platform updates and best practices.

In addition to operational oversight, this position analyzes learning technology usage and performance data to identify trends, recommend improvements, and support strategic decisionmaking. The supervisor collaborates closely with teams, including Instructional Design, AV Design and Engineering, Identity Management, and Unified Communications teams, to ensure effective integration and continuous enhancement of teaching and learning technologies. In addition, this position contributes to ITrelated initiatives across campus and other duties as assigned. This role may require occasional evening or weekend support based on university needs.

Leadership, Supervision, and Staff Development
* Provide daily leadership and supervision for the Learning Technologies Administration and Support team.
* Conduct performance evaluations, work plans, and professional development activities.
* Assign tasks, set expectations, and ensure timely, highquality completion of responsibilities.
* Ensure effective allocation of resources.
* Foster a collaborative, productive, and welcoming team environment; promote staff retention and engagement.
* Resolve staff conflicts and support a professional, ethical working culture.
* Participate in hiring processes, serve on search committees, and lead newemployee onboarding.

Learning Technologies Administration and Advanced Technical Support
* Serve as a toptier technical resource and backup systems administrator for the university's suite of learning technologies.
* Oversee and participate in system configuration, integrations (including LTIs), updates, account management and troubleshooting of complex issues.
* Manage the Canvas LTI request process.
* Oversee creation and maintenance of platform documentation, user guides, and internal knowledgebase resources.
* Stay current with platform updates, emerging technologies, accessibility standards, and industry best practices.
* Collaborate with vendors to resolve issues, evaluate tool features and enhancements, and coordinate support needs.

Learning Technology Analytics, Evaluation, and Continuous Improvement
* Lead evaluations and comparison studies for new tools or system enhancements.
* Track and analyze usage data, performance metrics, and support trends.
* Identify opportunities for improvements in efficiency, workflows, or user experience.
* Provide recommendations that inform departmental strategy and longterm planning.

CrossCampus Collaboration and Service Excellence
* Collaborate with Instructional Design, AV Design and Engineering, Identity Management, and Unified Communications teams.
* Support campus initiatives involving teaching, learning, and academic technologies.
* Model and reinforce effective communication with faculty, staff, and students, contributing to a consistently high standard of customer service.
* Contribute to training, workshops, and support initiatives as needed.
* Participate in ITrelated initiatives across campus.

The standard work schedule for this position will need to be adjusted to meet the position requirements, which include and are not limited to evening and weekend hours to perform scheduled and unscheduled workload requirements to maintain University operations.

This position requires the employee to reside within a reasonable commutable distance of the ECU main campus. "Reasonable commuting distance" is defined as a location that does not exceed a distance that can be safely traveled in two hours by automobile under average conditions of traffic, weather, and roads to employee's assigned duty station in Greenville, NC.

This position may be eligible for Flexible Work Arrangements ( FWA) under the ECU FWA Policy.

Contingent upon availability of funds.

Bachelor's degree and 4 years of relevant experience or equivalent combination of education and experience.
All degrees must be received from appropriately accredited institutions.

NA

* Master's degree in Instructional Technology or a related field and five years of relevant experience.
* Demonstrated leadership experience.
* Supervision experience assigning tasks and tracking progress towards meeting individual and team expectations.
* Supervision experience evaluating employee performance, mentoring, implementing professional development plans, providing formal recognition, and ensuring the effective allocation of resources.
* Advanced knowledge of Learning Management Systems ( LMS) administration, configuration and troubleshooting.
* Experience supporting and integrating LTI tools and thirdparty learning technologies.
* Experience providing end user support for learning technologies.
* Proven ability to identify and resolve complex learning technology issues and provide top-tier support.
* Experience working with vendors and demonstrated effectiveness.
* Understanding of WCAG, ADA compliance, and accessibility requirements.
* Experience with data analytics and reporting.
* Strong project management skills, including leading tasks, coordinating timelines, and managing competing priorities.
* Excellent interpersonal, verbal, and written communication skills, with the ability to collaborate effectively across various university stakeholders.
* Demonstrated critical thinking, problemsolving, and adaptability, along with the ability to work collaboratively as a team player while maintaining a strong commitment to highquality customer service and positive crossdepartmental partnerships.

East Carolina University requires applicants to submit a candidate profile online in order to be considered for the position. Candidates must also submit a cover letter, resume, and a list of three references, including contact information, online.

Applicants must be currently authorized to work in the United States on a full-time basis.

East Carolina University is committed to workforce success and cultivating a culture of care for our employees. ECU prohibits unlawful discrimination and harassment based on race/ethnicity, color, genetic information, national origin, religion, sex, sexual orientation, gender identity, age, disability, political affiliation, and veteran status. All qualified applicants will receive consideration for employment without regard to their protected veteran status or disability.

Individuals requesting accommodation under the Americans with Disabilities Act Amendments Act ( ADAAA) should contact the ADA Coordinator at (252) 737-1018 (Voice/ TTY) or ADA-Coordinator@ecu.edu.

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. ECU 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.

If you experience any problems accessing the system or have questions about the application process, please contact the Department for People Operations, Success, and Opportunity at (252) 328-9847 or toll free at 1-866-489-1740 or send an email to employment@ecu.edu. Our office is available to provide assistance Monday-Friday from 8:00-5:00 EST.