Instructional Applications Support Manager

Instructional Applications Support Manager

Human Resources
Friday, May 2, 2014

Oversees the day-to-day activities of the individuals responsible for the organization's instructional support activities. Provides support for web-based and subscription-based instructional applications and services, as well as with the University Learning Management System, Blackboard. Detects, analyzes, reports, and resolves problems associated with web-based and subscription-based applications, as well as services with the University Learning Management System, Blackboard. Manages and routes or fulfills service requests – such as course content migration and test exam assistance – from faculty for the University Learning Management System, Blackboard. Works with customers and applications/services vendors/suppliers to resolve other issues. Serves as Tier II and III support for web-based and subscription-based instructional application issues.

Position Type: Full Time
Department IT Academic Services
Reports To: IT Academic Services Director (Micah Marin)
FLSA Status: Exempt
Location: Main Campus

To apply for an open faculty or staff position please send a current resume and a cover letter indicating position desired to:, or Office of Human Resources, Texas Wesleyan University, 1201 Wesleyan, Fort Worth, TX 76105.

Job Description:


Responsible for the performance of the instructional applications support function.
Plan and manage the day-to-day activities of the instructional support team.
Field tier-three technical and service requests and resolve issues for all LMS-associated applications.
Work with other university departments, Software-as-a-Service providers, and vendors to ensure customer needs are met and technical issues are resolved in a timely manner.
Provide technical support for web-based and subscription-based instructional applications and services, including but not limited to, Turnitin, PsychData, Respondus, iTunesU, TurningPoint,, Electronic Blue Book, and Softchalk.
Coordinate and communicate instructional application maintenance and upgrades.
Establish and maintain relationship with application stakeholders and vendors to ensure timely and accurate communication regarding application issues and planned changes.
Establish application road maps and provide input on planning and budget decisions relating to instructional applications and the University Learning Management System.
Ensure application compatibility with other University technologies.
Establish upgrade release timelines and test plans and coordinate quality assurance testing.
Create and maintain user roles.
Troubleshoot and resolve complex problems; escalate Tier III issues – when necessary – to appropriate vendors and ensures timely resolution and communication of progress toward resolution.
Install and customize existing LMS functional modules (e.g. Building Blocks) and media objects.
Assist faculty with loading course content into LMS, creating exams, best practices, archiving courses, and other “white glove” services.
Identify opportunities to improve current instructional application performance, identify new applications to adopt to meet the needs of the University, and design and implement solutions.
Coordinate with other staff to complete projects efficiently.
Effectively route all requests for training in the use of the LMS and other instructional applications to the CETL.
Other duties as assigned.

Directly supervises employees responsible for instructional applications support. Carries out supervisory responsibilities in accordance with the University's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Bachelor’s degree in instructional technology or related field and 5+ years systems analysis and programming experience required. Candidates possessing an Associate’s degree and 7+ years of experience may be considered. Three or more years of experience supporting the Blackboard LMS or another mainstream LMS is highly desired.

Blackboard GUI Administrator Certification highly desired.

Knowledge of technical support best practices in an academic environment.
Deep knowledge in the use and support of the Blackboard LMS platform.
Familiarity with Student Information Systems, preferably Datatel Colleague.
Familiarity with programming languages such as Javascript, XML, and PHP preferred.
Familiarity with IMS and SCORM compliance preferred.
Experience with podcasting and streaming video technologies preferred.
Familiarity with Active Directory preferred.
Knowledge of common instructional applications.
Great attention to detail with an eye towards accuracy.
Ability to listen actively and demonstrate understanding of others’ perspectives.
Ability to welcome and acknowledge the diverse ideas and input of others.
Ability to collaborate with others by maintaining a respectful, open-minded approach.
Ability to help others when needed and contribute productively to team goals.
Ability to recognize and acknowledge the value of others’ contributions.
Ability to seek opportunities to develop your own skills and engage in continuous learning.
Ability to provide honest, helpful feedback and guidance where appropriate to enhance others’ skill development.
Ability to share your own experience and expertise with others.
Ability to treat every individual with dignity, fairness, and respect.
Ability to demonstrate consistency between what is said and what is done.
Ability to earn the respect of others by continually delivering on promises and commitments.
Ability to accurately convey the facts without bias.
Ability to do the right thing and confront and report unethical behavior.
Ability to maintain a professional appearance and office atmosphere.
Strong organizational & time-management skills with the ability to handle multiple tasks.
Ability to provide individual and group-based seminar/workshop hardware/software training.
Ability to work independently with minimum supervision.
Ability to work cooperatively with a diverse group of individuals.
Ability to follow standard office practices and procedures.
Ability to follow University and departmental office procedures/policies.
Ability to use discretion in handling confidential matters.
Ability to work well under stressful conditions.
Ability to work in teams and lead multidisciplinary members.

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand, walk, sit, reach with hands and arms, and climb or balance. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus. Must be able to move about and between campuses freely, including all offices and classroom areas.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate. Evening/weekend hours as required.

To apply for an open faculty or staff position please send a current resume and a cover letter indicating position desired to:, or Office of Human Resources, Texas Wesleyan University, 1201 Wesleyan, Fort Worth, TX 76105.

Contact Information

Office of Human Resources
Oneal-Sells Building, room 110

Phone: 817-531-4403
Fax: 817-531-4402
Hours: Mon-Fri, 8am - 5pm

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