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Job ID: 201751

Instructional Technology Support and Success Lead (7584U), Office of CATO - 45455
University of California, Berkeley

Date Posted Dec. 16, 2022
Title Instructional Technology Support and Success Lead (7584U), Office of CATO - 45455
University University of California, Berkeley
Berkeley, CA, United States
Application Deadline Open until filled
Position Start Date Available immediately
  • Professional Staff
  • Instructional Design/Technology

Instructional Technology Support and Success Lead (7584U), Office of CATO - 45455

About Berkeley

At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.

The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.

We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles, our Principles of Community, and our Strategic Plan.

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 actively support this by providing all of our staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities. To find out more about how you can grow your career at UC Berkeley, visit

Departmental Overview

Research, Teaching, and Learning (RTL) supports the teaching and research needs of Berkeley faculty, students, and academic staff by offering expert consulting, providing vetted tools and essential services, and advocating for its broad constituency and mission-focused portfolio with campus policy makers and vendors. The combination of enterprise teaching and research technology groups within RTL improves coordination across functions; provides a richer, more seamless experience for end users; and creates opportunities for innovation.

The Instructional Technology Support and Success Lead is charged with ensuring that instructors have a positive experience in acquiring support for RTL's instructional technology services. This position will implement instructor satisfaction initiatives, including surveys and interviews; help consolidate instructor support channels and simplify the support process for enterprise academic technology tools and services; solve general tickets for supported tools including Canvas and Kaltura; and partner with with service leads to improve services. The incumbent will also coordinate in-person faculty support, including training and managing student employees. This position requires some on-campus work.

Application Review Date

The First Review Date for this job is: November 29, 2022


Instructor Feedback and Success

  • Ensures instructors receive timely, accurate support by helping to consolidate instructor support channels and simplifying support processes for RTL services.
  • Develops and implements instructor satisfaction initiatives, including surveys and interviews, and partners with RTL staff, including service leads, to analyze results, evaluate current support offerings, and improve services.
  • Serves as interface between central IT helpdesk, service managers, and another campus IT partners to improve and streamline support processes.

Support of Learning Management System (LMS) and other instructional technology

services (grading tools, video platforms, etc.).

  • Escalations and triage
    • Handles more difficult support tickets that are escalated by the campus helpdesk.
    • Triages support tickets to team members.
    • Reports bugs to and works with vendor partners to resolve technical issues.
  • Consultations
    • Conducts face-to-face and remote support consultations with instructors, GSIs (TAs) and academic support staff.
    • Coordinates consultations among team members for supported tools.
  • Student Staff & Support
    • Identifies in-person support needs and trains student employees on providing in-person support to instructors and GSIs for LET-supported tools.
    • Hires student employees and serves as supervisor.
    • Works with RTL Instructor Liaison to build a cohesive student team.

Documentation & Training

  • Knowledge Management
    • Designs and communicates standard knowledge and documentation practices across the organization.
    • Includes proactive authoring of needed instructor- and staff-facing documentation in response to changes in services or campus needs.
  • Training & Workshops
    • Authors training materials (getting started guides, online courses, etc.).
    • Partners with the Training Coordinator and service leads to determine frequency and cadence of workshop offerings for LET services, and drafts and coordinates campus-wide and targeted messages (workshop promotion, service alerts) to instructors, students, and academic support staff.
    • May occasionally deliver workshops.

Other Duties as assigned by the supervisor.

Required Qualifications

  • Advanced knowledge of digital tools and technology applications utilized in support of higher education instruction (LMS, course evaluation, classroom response systems, etc.).
  • Demonstrated understanding of instructional design, pedagogical principles, and instructional practices in higher education.
  • Strong customer service, interpersonal communication skills, and ability to work with both technical and non-technical personnel at various levels of the organization.
  • Advanced analytical and troubleshooting skills.
  • Demonstrated ability to assess instructor needs or service issues and recommend appropriate solutions to meet those needs.
  • Requires excellent oral and written communication skills.
  • Strong political acumen and sound decision-making ability.


  • Degree in a related field (Education, Instructional Design, Information Science, etc.) and/or equivalent experience/training.

Salary & Benefits

  • This is a full-time (40 hours per week), career position that is eligible for full UC benefits.
  • This position is exempt and paid monthly. The annual salary for this role is commensurate with experience within the range of $80,000.00 - $90,000.00.
  • For information on the comprehensive benefits package offered by the University visit:

  • This is a hybrid position, eligible for 40% remote capability.

How to Apply

Please submit your cover letter and resume as a single attachment in the Resume section of your application.

Conviction History Background

This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.

Equal Employment Opportunity

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For more information about your rights as an applicant see:

For the complete University of California nondiscrimination and affirmative action policy see:

To apply, visit


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