Director of LMS & Tech Support

You will be responsible for ensuring smooth user experiences, comprehensive reporting, and system optimization. Additionally, you will manage the IT Service Desk to provide high-quality technical support.

Responsibilities:

• Lead the IT Service Desk operations to ensure prompt resolution of technical issues related to LMS
• Provide guidance, performance management, and detail oriented development to direct report(s)
• Analyze training data to generate insights and enhance LMS performance
• Develop policies, govern, and automate LMS processes
• Utilize strong problem-solving skills to address technical support issues and user adoption challenges
• Collaborate effectively with IT, HR, L& D, and leadership teams
• Uphold high service standards, ensuring a customer-first approach in all LMS and technical support interactions
• Demonstrate excellent customer service skills, including responsiveness, detail oriented approach, and proactive issue resolution
• Manage complex IT issues, addressing complaints and resolving problems effectively
• Implement data-driven decision-making through custom reports and analytics • Proficient in Cisco Technologies
• Demonstrable knowledge of Cloud Technologies
• Proficient in using CRM software
• Familiarity with ERP - Enterprise Resource Planning
• Knowledge of ERP Solutions
• Experience with Backup Technologies
• Familiarity with Computer Hardware
• Ability to manage Contracts
• Experience in managing Deployments
• Proficient in providing Deskside Support.