Assistant Manager, Elearning Technical Services

Administrative Full-time New Position
The Assistant Manager, eLearning Technical Services, is responsible for overseeing the Learning Management System (eConestoga) support, quality assurance, and course edit processes through eConestoga support. The incumbent is responsible for managing a team of technical support and Quality Assurance (QA) staff, conducting performance reviews, and contributing to the seamless delivery of online education at the college. The Assistant Manager will be self-motivated, resourceful and thrive in a rapidly changing environment.
Successful candidates will be required to conduct work within Ontario. It is anticipated that these positions will meet the needs of the department through a hybrid work arrangement with a varying schedule of 1-4 days on-site, and 1-4 days remote depending on support volume and college needs.
Responsibilities
Learning Management System (LMS) Support Management and Technical Oversight

• Develops, implements, and maintains technical support processes, procedures, and documentation
• Monitors support metrics to identify trends and areas for improvement
• Evaluates and recommends improvements to ticketing processes, customer service, and resource allocation
• Collaborates with Online Learning Centre (OLC) staff, leaders, and academic areas to determine course revision requirements
• Coordinates regular knowledge-sharing and training sessions for the support team
• Oversees daily LMS support operations, ensuring timely resolution of technical issues
• Coordinates OntarioLearn course revisions and eLearning course uploads to the OntarioLearn portal
• Collaborates with other departments, vendors, and external partners to resolve complex technical issues
• Directs the team in making course content updates, keeping offerings up-to-date and modifying content for use on other platforms (mobile phones/tablets)
• Supervises course preparation, including content migration, updates, and scheduling

Quality Assurance

• Manages the testing of courses for technical correctness, usability, and AODA compliance, ensuring effective troubleshooting of related technical issues
• Works with course development lead(s) to ensure design standards are in place and aligned and maintained to QA initiatives and standards
• Manages quality assurance (QA) testing for all projects and initiatives, ensuring online courses meet quality standards, Quality Matters, AODA compliance, and Conestoga requirements
• Advises project teams when QA standards are not met, making recommendations as needed
• Maintains course QA checklist of OLC standards, Quality Matters Rubric, AODA compliance, and Conestoga requirements

Leadership

• Cultivates operational excellence within the team and ensures adherence to best practices and department standards
• Fosters a collaborative work environment with a focus on individual accountability and teamwork
• Establishes clear priorities and goals for technical support staff, providing guidance and direction; Assists with removing obstacles to ensure timely completion of projects
• Facilitates the hiring and onboarding process for work-study and co-op students, participating in interviews and hiring decisions
• Reallocates resources and adjusts priorities in response to unexpected events or changing circumstances
• Coaches, mentors, and develops team members to successfully meet objectives and enhance their skills; Promotes individual growth and continuous learning
• Encourages cross-training and documentation to strengthen team potential and productivity

Technical Training

• Collaborates with eLearning Solutions Architect and Academic Departments to identify technical training needs
• Oversees the development and implementation of training programs tailored to various user groups
• Monitors Brightspace updates and advancements in eConestoga systems and applications to ensure that training programs remain current and up to date
• Measures training effectiveness and gathers feedback to continuously improve programs
• Analyzes assessment results and user feedback to continuously improve and refine training programs, ensuring their relevance and usefulness for the intended audience
• Coordinates with other departments and experts to incorporate diverse perspectives and expertise into the training materials and delivery methods

Qualifications

• Leadership abilities, able to create a shared vision and guide a team towards success
• Strong problem-solving skills and experience handling technical issues with online courses and systems
• Goal-focused, able to identify opportunities, create plans, and set objectives for desired outcomes
• Awareness of web accessibility standards, including AODA compliance and WCAG 2.0 guidelines
• Proficient in project management, including time estimation and managing multiple projects
• Familiarity with learning management systems, such as Brightspace, and eLearning tools
• Three-year Diploma/Degree in Computer Science, Information Technology, Math, General Arts, Business or related field
• Minimum three years of experience managing technical teams, preferably in an academic setting
• Strong communication skills, able to explain technical concepts to various audiences
• Solid interpersonal skills for resolving conflicts and handling technical concerns
• Open to change and able to inspire innovation and new approaches within a team

Apply Now
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Conestoga College is a leader in polytechnic education. Our career-focused education, training, and applied research programs prepare students for success, support industry, and workforce needs and promote economic prosperity throughout our region and across Ontario.
We thank all applicants but only those selected for an interview will be contacted. Conestoga College is committed to workplace diversity and provides accommodations to applicants with disabilities throughout the hiring process. If you require accommodation, please contact Human Resources via the Contact page.
Based on the guidance provided by our local Public Health authority, Conestoga College will continue to take appropriate measures to protect the safety and well-being of our college community and prospective candidates throughout the recruitment and selection process. Offers of employment are contingent upon compliance with our COVID Community Safety policy which requires employees to be fully vaccinated against COVID-19. Proof of vaccination, or a formal College approved exemption, will be required to fulfill this condition of employment.