Help Desk/Training Supervisor

Job description

The position is located in [Sells/Tucson].

Position Summary:

Under limited supervision, plans, develops, and coordinates computer-related training, educational, and development programs; and coordinates and supervises help desk activities.

The work is normally reviewed upon completion to ensure compliance with general organization and department goals, policies and procedures.

Major work activities are covered by procedures or guidelines permitting flexibility in selecting methods to utilize and procedures to follow, determination of work priorities, and the planning and coordination of projects.

Essential Duties and Responsibilities:

• Supervises, plans, organizes, coordinates, and evaluates all computer related training programs.
• Facilitates workshops, conferences, and other training sessions.
  
  
• Conducts training needs analyses and determines training objectives.
• Designs and develops or identifies guides and manuals required for each training program; revises existing training programs.
  
  
• Prepares and assists instructors with teaching preparations such as program content, lesson plans, syllabus, and audio visual materials.
  
  
• Consults with department managers and other management groups to analyze and determine appropriate training resource.
• Evaluates training programs and writes reports of program results.
• Participates in training programs to remain current in the training and development field.
  
  
• Advises employees on curriculum materials and educational programs available;
• Writes proposals for new training programs.
  
  
• Evaluates the feasibility of specific training requests.
• Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
• Improve course content and presentation.
  
  
• Creates and maintains a schedule for classes being offered.
  
  
• Coordinates help desk support and supervises help desk personnel.
• Performs other job related duties as assigned and contributes to a team effort.

Knowledge, Skills, and Abilities:

• Knowledge of the Tohono O'odham culture, customs, and traditions.
• Knowledge of applicable federal, state, tribal laws, regulations and requirements.
  
  
• Knowledge of learning theory and student motivation research.
• Knowledge of higher education organization and academic practices.
• Knowledge of adult education theory and practice.
• Skill in supervising, training, and evaluating assigned staff.
• Skill in operating various word-processing, spreadsheets, and database software programs.
• Skill in providing superior customer service to external and internal customers.
• Ability to plan, organize, implement and evaluate instruction.
• Ability to improve quality of courses and demonstrate strong time management skills.
  
  
• Ability to prepare clear and accurate written documents and reports using proper business English sentence construction, grammar, and punctuation.
  
  
• Ability to facilitate general and specialized training sessions.
• Ability to develop training needs analyses and objectives.
• Ability to monitor and evaluate training programs.
• Ability to provide continuous coordination with program managers or school/college faculty, program participants, outside contractors, and program instructors.
• Ability to communicate efficiently and effectively both verbally and in writing.
• Ability to establish and maintain positive and effective working relationships with other employees and the general public.
  
  
• Ability to maintain privileged confidential information.
  
  
• Ability to work independently and meet strict time lines.
• Ability to work extended hours and various work schedules.

Minimum Qualifications:

• Bachelor's Degree in Education, Business, Sociology, Psychology or a related field; and two years work experience in training and/or development planning and programming processes; or six years work experience in training and/or development planning and programming processes; or an equivalent combination of training, education, and work experience which demonstrates the ability to perform the duties of this position.
• Two years of supervisory experience.
  
  

Licenses, Certifications, Special Requirements:

• Upon recommendation for hire, a criminal background check is required to determine suitability for hire, including a 39-month Motor Vehicle Record.
• May require possessing and maintaining a valid driver's license, (no DUIs or major traffic citations within the last three years).
• If required, must meet the Tohono O'odham Nation tribal employer's insurance requirements to receive a driver's permit to operate program vehicles.
• Based on the department's needs, incumbents may be required to demonstrate fluency in both the Tohono O'odham Language and English as a condition of employment.

Required Skill Profession

Other Teachers And Instructors