Learner Helpdesk Manager

Learning Management
US Remote
Full-time
Description

Overview:

The Learner Helpdesk Manager is responsible for overseeing and managing a team of support specialists dedicated to providing timely and effective technical assistance to learners. This role requires a strong combination of technical expertise, leadership skills, and a customer-centric approach. The Manager will be responsible for ensuring the team is well-trained, motivated, and equipped to handle a variety of technical issues related to critical learner systems. Additionally, the Manager will play a key role in monitoring team performance, managing system configurations, and collaborating with other departments to resolve complex issues and improve the overall learner experience.

Key Responsibilities

Leadership of LHD Team

Monitoring and reporting on team’s performance
Scheduling team members
Training team on new processes
Management and configuration of customer-facing systems
Five9 (phones)
Jira Service Management (tickets)

Readiness during peak times

Team’s working hours generally coincide with when Learners are in class, during which time they are ready to receive phone calls or tickets and resolve or escalate within SLA

Technical Support

Maintain effective communication with end-users, which includes both Learners and Instructors
Troubleshoot student issues related to critical Learner Systems:
Canvas
TDX Arena
Okta
Zoom
Kaltura
Typical user issues fall into categories such as:
Access issues (unable to log in, unable to find/interact with the right materials like slides, labs, recordings, etc.)
Administrative questions (class schedule, attendance, grades, certs, how a lab works, requesting extension on TDX Arena Certificate, etc.)
Functional issues (TDX Arena Lab not working correctly, Zoom has no audio/video, Zoom join link goes to wrong meeting or doesn’t load, etc.)

Administrative Support

During non-peak times, LHD team members might need to perform administrative tasks or special projects, such as:
Pulling data from sources which can’t be accessed at a higher-level and require complex operations to collect the data
Assisting Learner Systems Associate Director with generation of Zoom meetings for classes, progress reports, certificates, etc.

Requirements

Required Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field.
3+ years of experience in technical support or helpdesk management.
1 technical support or helpdesk management.
Proven experience managing and leading teams.
Strong understanding of ITIL or similar service management frameworks.
Excellent problem-solving and troubleshooting skills.
Strong written and verbal communication skills.
Experience with ticketing systems (e.g., Jira Service Management) and call center software (e.g., Five9).
Knowledge of common software applications, including but not limited to Canvas, TDX Arena, Okta, Zoom, and Kaltura.

Desired Characteristics

Strong leadership and mentorship skills.
Excellent organizational and time management skills.
A passion for providing exceptional customer service.
A proactive and solution-oriented approach to problem-solving.
Ability to adapt to changing priorities and work under pressure.

Location: Remote

Schedule: Flexibility required, with occasional non-traditional hours, including evenings.