Supervisor, Learner Technology Center

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