Coordinator IV - Desk Operations Coordinator

Named after Texas' legendary hero, General Sam Houston, the university boasts a rich historical legacy that resonates with the spirit of Texas, which provides a balance between a peaceful, natural setting and proximity to urban amenities. With a student population of over 21,000, SHSU offers a vibrant and dynamic community. SHSU has a small town feel with large scale opportunities. Located in the Piney Woods region of East Texas and just an hour drive north of Houston, Huntsville provides area residents with a sense of community and belonging.

SHSU offers compelling options for individuals seeking a fulfilling and impactful career including a superior benefit package , competitive salaries and a flexible work environment fostering work/life balance. SHSU offers programs that support a healthy work-life balance, contributing to employee well-being and job satisfaction, as well as, professional development opportunities with our educational assistance and dependent assistance programs.

Posting Information This position is security-sensitive and thereby subject to the provisions of the Texas Education Code §51.215, which authorizes the employer to obtain criminal history record information.

Requisition S Title Coordinator IV - Support Desk Operations Coordinator FLSA status Exempt Hiring Salary This position is a pay grade 15. Please see Pay Grade Table at: https://pa-hrsuit . Occupational Category Professional Department SHSU Online Division Division of Academic Affairs Open Date 05/20/2026 Open Until Filled Yes Educational and Experience Requirement Bachelor’s degree in Computer Science, Business Administration, Instructional Technology, Higher Education or related field.

Four years experience working in Customer Service, Higher Education, Distance Education, Technology Support or closely related field. Previous experience working with the Blackboard Learning Management System ( LMS ) and/or Help Desk software and protocols is preferred. Demonstrated success in managing staff and resources in a higher education or technology support environment is desired. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered.

Nature & Purpose of Position Performs highly complex administrative and supervisory work administering the day-to-day operation of the Online Support Desk. Assists Sam Houston State University ( SHSU ) Online Operations for the advancement of SHSU Online, Sam Houston State University and the Texas State University System’s ( TSUS ) mission, goals and strategic initiatives. Primary Responsibilities Oversees a team of Technical Analysts and LMS Support Specialists who assist faculty and staff in effectively utilizing the university’s learning management system ( LMS ) and related instructional technologies.

Manages daily operations of the unit, including training, coaching, and evaluating support specialists and technical analysts. Supervises student workers. Collaborates with support specialists to troubleshoot escalated LMS and learning tool issues, guiding them to resolutions. Partners with other units within the Department to create and deliver technical and troubleshooting support. Analyzes LMS platform performance, generates usage reports, tracks support tickets, develops schedules for staff members, and identifies opportunities to improve stability and user experience as requested.

Stays current on LMS updates and educational technology innovations to make recommendations for enhancement. Ensures LMS Support services meet stated service level agreements and key performance metrics. Performs other related duties as assigned. Other Specifications Knowledge of local, state, and federal laws. Ability to supervise business functions. Communicates with other university departments, personnel, and other agencies.

Devotes approximately 40% of weekly work hours to providing learning technology support for faculty and students. Offers 24/7 technical and troubleshooting assistance to faculty, staff, and students across all TSUS schools in the Shared Services Project.…