As the Course Help Desk Manager, I was responsible for managing the course help desk related to the support and up keep of our online course inventory. My team consisted of dedicated individuals who were the first line of support for issues that would occur in these courses, such as broken links, outdated content, or grammatical issues. Our goal was to ensure that when these issues were reported to us, via our ticketing system, phone, or email, we would get these issues fixed in the all versions of the course (Master, Production, and Course versions that were live) as quickly and efficiently as possible.
Below is a summary of the responsibilities my role included:
- Participate in the development of team goals and objectives.
- Recommend, implement, administer methods and procedures to enhance operations.
- Design, deliver, and administer training, advanced support and leadership to Curriculum Services team members for Course Help Desk software, learning management systems, and third party resources.
- Provide a medium to establish and maintain a high level of customer trust and confidence.
- Facilitate ongoing communication between diverse teams regarding Course Help Desk support issues with projects and products.
- Supervise office-based and remote technicians/specialists by coordinating, and monitoring task distribution, and providing mentoring and training opportunities.