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Northampton, Massachusetts
United States
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ITS Training and Outreach Manager

AD0949 - ITS Training and Outreach Manager
Information Technology Services

Act as a key team member in the successful delivery of existing IT services and resources, as well as the deployment of new services and resources to the Smith community. Facilitate and oversee the delivery of training to community members to enable their effective use of IT services and resources. Develop relationships with key departmental contacts throughout the college and be seen as a trusted resource to support the effective use of IT Services.

Provide leadership within ITS project teams and groups, as well as client departments, as needed, in identifying documentation and training requirements associated with new initiatives; both for internal support and end-user enablement. Oversee the development, coordination, delivery and evaluation of documentation and training services for new ITS initiatives and services. Plays a key role in the planning, testing and deployment of new services. Act as a liaison for user supported activities associated with new campus technology initiatives.

Identify areas where IT training gaps exist and develop programs to address those gaps. Coordinate the development and documentation of support workflows, troubleshooting guides, and escalation criteria for new and existing ITS services, systems and processes. Manage the creation and maintenance of internal and user-facing content repositories. Oversee IT campus outreach; work with IT staff to ensure that notifications are timely, accurate and meaningful to the consumers of IT services.

Supervise the Technology Training Coordinator and student workers (as appropriate) in the development, dissemination and delivery of IT communications, content and training.

Participate in the IT Service Center leadership team. Track and report progress towards team goals. Work collectively with and support efforts of other team members. As a member of the Extended Leadership Team, participate in the change management process, as well as ITS Organizational Development activities. Develop trust and credibility as an individual and on behalf of the ITS organization.

an equivalent combination of education and experience. Knowledge of adult learning theory and/or instructional technology required. Advanced desktop application skills including databases, spreadsheets, word processing, workflow, project management and presentation software required. Master's degree and/or related certifications preferred. Experience in Higher Education environment. Familiarity of Google G-Suite for Education preferred.

Skills: Ability to work independently on multiple simultaneous projects within prescribed deadlines is essential. Excellent presentation skills and ability to adapt communication style to diverse audiences. Demonstrated leadership, team management and client relationship skills. Demonstrated ability to professionally and effectively develop and deliver training programs, work with learners having a wide range of computer skills and aptitudes, and produce results which improve learner outcomes. Strong attention to detail and accuracy; good judgment; discretion and ability to maintain confidentiality. Ability to effectively understand the underlying business goals of IT initiatives and help drive successful outcomes.

Successful ITS managers and directors are known for leading teams that demonstrate effective project and service delivery, consistent adoption of new and emerging organizational practices, effective collaboration and communication across organizational boundaries, and timely and effective follow through. Successful ITS managers and directors are known for dedicated pursuit of successful IT outcomes for our campus communities and for leading their teams to get the right work done well.

Smith College is an EO/AA/Vet/Disability employer.