Title
Coordinator IV - DEPDC Technology Support Operations (Full-time, Temporary)
Hiring Salary
This position is a pay grade 15. Please see Pay Grade Table at: https://pa-hrsuite-production.s3.amazonaws.com/116/docs/550174.pdf.
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
Occupational Category
Professional
Division
Division of Academic Affairs
Educational and Experience Requirement
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
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
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.
Other Specifications
Requires strong organizational, technical coordination, problem-solving, and leadership skills. The ability to manage multiple concurrent support operations and priorities in a fast-paced, service-oriented environment is essential. Strong interpersonal and communication skills are required, including the ability to effectively support and lead a team while engaging with various user populations. Demonstrated ability to work effectively with adult learners from various educational, linguistic, socioeconomic, and cultural backgrounds is essential. Requires strong interpersonal and cross-cultural communication skills, with the ability to engage respectfully and effectively with various populations. The ability to explain technical concepts clearly and patiently to users with varying levels of digital literacy and technology experience is critical for success. Ability to communicate fluently in English and at least one additional language (e.g., Spanish, Vietnamese, Haitian Creole, or French) is required. Periodic travel, conference support, regional events, and in-person training activities may be required.
Full Time Part Time
Full Time Temporary
Quicklink
https://shsu.peopleadmin.com/postings/47913
