Supervisor, learner technology center

Job Details:

Job Location: OSC Utah - Salt Lake City, UT

Salary Range: Undisclosed

The Supervisor, Tech Center leads the daily operations of the Tech Center, providing direct support to learners while managing a team of specialists. This role combines technical expertise with leadership responsibilities to ensure timely resolution of learner issues, continuous improvement of support processes, and delivery of high-quality service.

The Supervisor also assists with MyNightingale ticket resolution and provides tech tutoring to learners. Oversees and supports a team of learner technology specialists, including scheduling, coaching, and performance management. Conducts regular team meetings and 1:1s to ensure alignment with departmental goals and learner needs. Monitors ticket queues and team productivity, ensuring timely and effective resolution of learner issues.

Provides mentorship and training to team members to foster professional growth and service excellence. Collaborates with leadership to identify staffing needs and participate in hiring and onboarding processes. Serves as a point of escalation for complex learner technical issues and cross-functional concerns. Responds to and resolves Tier 2 learner technical issues via phone, email, and chat with professionalism and care.

Assists with MyNightingale ticket resolution and ensures accurate documentation and follow-up. Provides one-on-one tech tutoring to learners, helping them navigate learning platforms and tools effectively. Maintains advanced knowledge of all College services and performs soft transfers as needed. Generates and analyzes reports from the ticketing system to track team productivity and identify operational improvements.

Develops and maintains functional process documents, including policies, procedures, and training materials. Identifies, develops, and delivers training content to internal and external collaborators. Collaborates cross-functionally to implement projects related to ticketing, technology tools, learner-facing help articles, and macro creation. Implements strategies to address concerns raised in learner satisfaction surveys and improve the learner experience.

Manages the customer relations management (CRM) system for the function. Participates in the successful implementation of other functional projects as they arise.

Qualifications:

A bachelor’s degree from an accredited institution is strongly preferred. An administrator certification for a technology-based CRM is required. Demonstrated at least five years of experience in help desk ticketing. Demonstrated proficiency in Microsoft Office is required. Demonstrated experience resolving ticketing escalations. Prior experience with help-desk ticketing is preferred. Willingness to work evenings and weekends as required.