Learning Tools Service Lead - Research, Teaching, and Learning at University of California, Berkeley

Join a Community Committed to Equity, Inclusion, and Innovation The University of California, Berkeley is one of the world's leading institutions of higher education, distinguished by its academic and research excellence, commitment to equity and social justice, and a culture that fosters openness, freedom, and belonging. We are seeking an exceptional Learning Tools Service Lead to join our Research, Teaching, and Learning (RTL) team, where you will play a pivotal role in supporting the teaching and research needs of Berkeley faculty, students, and academic staff. About the Research, Teaching, and Learning (RTL) Department RTL is a dynamic department that offers expert consulting, provides vetted tools and essential services, and advocates for its broad constituency and mission-focused portfolio with campus policymakers and vendors. By combining enterprise teaching and research technology groups, RTL improves coordination across functions, provides a richer experience for end-users, and creates opportunities for innovation. As a Learning Tools Service Lead, you will be an integral part of this team, driving service excellence and innovation in learning tools and technologies. Key Responsibilities Service Leadership: Serve as Service Lead for one or more services, developing and communicating service strategy, roadmap, and operating level agreements. Lead a service team composed of support and technical specialists, establishing and maintaining support models and service documentation. Support and Training: Identify and develop training materials, deliver workshops on supported services, and provide advanced support for Learning Management Systems (LMS) and related instructional technology services. Service Improvement: Identify gaps in current features for supported services, advocate for Berkeley's needs to vendors, and coordinate with the Project Management Office (PMO) to operationalize service transition projects. Communication and Collaboration: Manage service communications to stakeholders, constituents, and customers, and participate in incident and problem management. Technical Expertise: Apply technical expertise, instructional design principles, and pedagogical best practices to provide user support and training on new applications, and recommend service and support strategies for IT systems and academic technology support services. Essential Qualifications Strong customer service and interpersonal communication skills, with the ability to work with both technical and non-technical personnel at various levels of the organization. Experience and demonstrated facility in working with and/or administering technology platforms and digital tools. At least two (2) years of experience providing front-line support for technology services, with experience supporting a Learning Management System (LMS). Advanced analytical and troubleshooting skills, with the ability to assess user needs or service issues and recommend appropriate solutions. Excellent oral and written communication skills, with a growth mindset and the ability to work independently and as part of a team. Preferred Qualifications Experience supporting technologies and working with interdisciplinary teams in an educational environment. Advanced knowledge of digital tools and technology applications utilized in support of higher education instruction. Demonstrated understanding of instructional design, pedagogical principles, and instructional practices in higher education. Experience working with and/or ability to learn about academic departments within a university or other higher educational institution. What We Offer At UC Berkeley, we believe that learning is a fundamental part of working, and our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We offer a comprehensive benefits package, including: A competitive salary range of $85,000 - $95,000 per year. At least 80 hours (10 days) of paid time per year to engage in professional development activities. A hybrid work arrangement, eligible for 75% remote capability. Opportunities for career growth and professional development in a dynamic and inclusive community. Why Join Us? By joining the University of California, Berkeley, you will be part of a community that values equity, inclusion, and innovation. You will have the opportunity to work with a talented team of professionals who are passionate about supporting teaching and research excellence. If you are a motivated individual with a passion for learning and a commitment to excellence, we encourage you to apply now! How to Apply To apply, please submit your resume and cover letter together in one document. We are excited to review your application and discuss how your skills and experience align with this exceptional opportunity. The University of California, Berkeley is an Equal Opportunity/Affirmative Action Employer, committed to creating a community that fosters equity of experience and opportunity. We welcome applications from diverse candidates and are committed to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. We look forward to welcoming you to our community! Apply for this job