Performs highly complex administrative program work for Same Houston State University (SHSU) Online. Primary Responsibilities Oversees the work of a team of Technical Analysts and Support Specialists who assist faculty and staff in effectively utilizing the university’s learning management system (LMS) and related instructional technologies. Manages daily operations of the unit, including training, coaching, and evaluating support specialists and technical analysts. Supervises staff and student workers. Collaborates with support specialists to troubleshoot escalated LMS and learning tool issues, guiding them to resolutions. Partners with other units within the department to create and deliver technical and troubleshooting support. Analyzes LMS platform performance, generates usage reports, tracks support tickets, develops schedules for staff members, and identifies opportunities to improve stability and user experience. Stays current on LMS updates and educational technology innovations to make recommendations for enhancement. Ensures LMS Support services meet stated service level agreements and key performance metrics. Performs other related duties as assigned. Other Specifications Stays current on LMS updates and educational technology innovations to make recommendations for enhancement. Ensures LMS Support services meet stated service level agreements and key performance metrics. Performs other duties as assigned to support optimal use of digital learning systems. Devotes approximately 40% of weekly work hours to serving as the LMS Support Team Coordinator, managing the routing of incoming tickets and offering LMS and related tool support. Provides 24/7 technical and troubleshooting assistance to faculty, staff, and students across all TSUS schools in the Shared Services Project. Full Time Part Time Full Time Position Number Quicklink