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Coordinator IV - DEPDC Technology Support Operations (Full-time, Temporary)

Sam Houston State University • Huntsville, TX • 2d ago

Requisition: 202600212S

Occupational Category (Staff Positions Only): Professional

Hiring Salary: Monthly-Staff

Department: SHSU Online

General Requirements:

Bachelor's degree in information technology, instructional technology, computer science, business administration, organizational leadership, or a related field required. Four years of experience in technical support, call center operations, customer service, IT service delivery, instructional technology support, or related areas required. Experience supporting or coordinating technical support teams, service desk environments, or customer service operations is strongly preferred. Experience supporting distance learning platforms, digital tools, or educational technology systems is desirable. A combination of education, experience, and training that produces the required knowledge and abilities may be considered.

Nature & Purpose of Position/Usual Duties:

Performs highly complex administrative and supervisory program work and provides operational coordination, oversight, and leadership for technical support services within the Distance Education Professional Development Center ( DEPDC ), a statewide initiative supported through the Texas Workforce Commission ( TWC ).

This is a full-time, temporary, benefits-eligible, grant funded position expected to end on or before 5/31/2027. Continuation of this position is contingent upon continued funding.

Primary Responsibilities (Staff Positions Only):

Coordinates operations of Distance Education Professional Development Center ( DEPDC ) technical support services, including ticketing workflows, user support activities, and service delivery processes. Oversees the work of Technology Support Analysts, ensuring consistent, high-quality technical support and customer service standards. Assists with staff onboarding, training, and ongoing professional development of support team members. Monitors support requests, ticket queues, response times, and resolution metrics to ensure timely and effective issue resolution. Identifies trends, recurring issues, and opportunities to improve service delivery and overall user experience. Serves as an escalation point for complex or high-impact technical issues requiring advanced troubleshooting or coordination with technical teams. Coordinates technical support for DEPDC webinars, virtual trainings, statewide events, and digital learning initiatives, ensuring readiness and real-time support coverage. Develops, implements, and maintains standard operating procedures (SOPs), workflows, and support documentation to ensure consistency in service delivery. Tracks support activity, user engagement, and service metrics to support grant reporting, operational assessment, and continuous improvement efforts. Assists with maintaining knowledge bases, user guides, and technical support resources. Collaborates with DEPDC leadership, instructional teams, trainers, and external partners to align technical support services with programmatic needs. Coordinates with the DEPDC Senior Program Manager to ensure continuity across statewide activities and operational workflows. Serves adult learners and Adult Education and Literacy ( AEL ) providers, including individuals with varying levels of digital literacy, limited English proficiency, interrupted educational backgrounds, and various cultural and linguistic needs. Leads day-to-day technology support operations for Technology Support Analysts and ensures the effective delivery of technical assistance services to AEL providers and learners across Texas. Focuses on coordinating workflows, managing support processes, monitoring service quality, and ensuring timely, responsive, and user-centered technical support aligned with DEPDC objectives. Requires the ability to work effectively with adult learners from various educational, linguistic, socioeconomic, and cultural backgrounds. Demands strong cross-cultural communication skills and the ability to explain technical concepts clearly and patiently to users with varying levels of digital literacy and technology experience. Operates effectively in a fast-paced environment, demonstrating adaptability, responsiveness, and a strong commitment to customer-centered service. Perform other related duties as assigned.

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