Portland Community College | Portland, Oregon

Virtual Support Services Manager

Class: Management | Exempt status: Exempt | Grade: J

Under the direction of management, the Virtual Support Services Manager oversees the virtual services across all student-facing service areas including virtual infrastructure tools, creating and designing training materials and ensuring quality assurance for services. Partners with internal and external stakeholders to support equitable student success in online environments by managing the ongoing support structures, building partnerships, evaluating outcomes and continuous process improvement. May supervise administrative services professionals, paraprofessionals, and/or technical/support staff.

Typical Duties and Responsibilities

1. Designs, plans, and implements support for virtual services across all student-facing service areas.
2. Performs needs and program assessments in collaboration with Student Affairs leaders to evaluate the efficacy of services and identify service gaps. Makes decisions on program modifications in alignment with the college’s strategic planning and goals.
3. Develops and maintains training materials related to virtual infrastructure tools and services.
4. Manages the planning, development and implementation of training, and quality assurance for virtual services with attention to digital literacy support for staff and students. Maintains training sites and student web content for promotion of services in collaboration with Student Affairs Deans, service department managers, webteam staff, Marketing, etc.
5. Manages ongoing coordination with individual service provider coordinators and/or managers to support improvements in service in alignment with division and College goals.
6. Coordinates with IT, Academic Affairs and Student Affairs to administer/manage technology stack to provide virtual services including projects related to technology adoption and migration, service delivery changes, etc. Manages content and application to ensure effective use and accurate material.
7. Assists with the development of policies and procedures, practices and standards which facilitate effective use of online learning. Recommends policy and procedure improvements in support of Virtual Services.
8. Promotes culturally responsive and inclusive operations and programming that center on historically underserved and marginalized communities. Supports flexible service delivery modalities that enhance access and equitable student outcomes.
9. Directs and participates in/on meetings, committees, task forces, and/or other related groups pertaining to Virtual Services.  Communicates and delivers  information and presentations regarding services, programs, areas of opportunity, and/or other pertinent information as appropriate.
10. Maintains technical knowledge of best practices in virtual services, federal regulations, and changes and developments in service strategies.
11. May lead academic and/or administrative professionals, technical/support, and classified staff. May hire, evaluate, train, discipline and recommend dismissal of casual employees as necessary.
12. May analyze, monitor, reconcile, and recommend budget resources, ensuring compliance with applicable fiscal restraints. May forecast funds needed for staffing, equipment, materials, and supplies and provide reports to management for the approval of expenditures.
13. Leads special projects and manages project execution as assigned.
14. Performs other related duties as assigned.

Work Environment

Work is generally performed in an office environment with frequent interruptions and irregularities in the work schedule. No special coordination beyond that used for normal mobility and handling of everyday objects and materials is needed to perform the job satisfactorily.

Minimum Qualifications

Bachelor’s degree in Education with an emphasis in student services. Relevant experience may substitute for the degree requirement on a year-for-year basis. Three years progressively responsible experience related to virtual support services, including two years of lead or supervisory experience. Successful completion of PCC LEAD Academy or a comparable external leadership training program may substitute for up to 6 months of lead or supervisory experience.

Knowledge, Skills, and Abilities

Knowledge of:

• Supervisory principles;
• Policy and procedure development and implementation practices;
• Best practice in virtual support services and the delivery of student services in multiple modalities in a higher education institution or equivalent;
• Budgeting, financial and business management principles and practices;
• Applicable federal, state, and local laws, rules, regulations, codes, and/or statutes;
• Analytical methods and techniques;
• Program/project management principles and techniques;
• Computer, web browsers, Zoom or other web conferencing tools, Microsoft Office products, Google Apps, email and the internet.

Skills in:

• Leading a diverse staff;
• Coordinating activities with other internal departments and/or external agencies and vendors;
• Communicating technical information to non-technical audiences;
• Managing projects;
• Monitoring compliance with applicable policies, procedures, rules, and regulations;
• Interpreting and applying applicable laws, rules, and regulations;
• Analyzing problems, identifying alternative solutions, projecting consequences of proposed actions, and making recommendations in support of goals;
• Planning and implementing program components;
• Compiling and analyzing data;
• Interpreting complex documents.

Ability to:

• Work with diverse academic, cultural and ethnic backgrounds of community college students and staff;
• Utilize computer technology for communication, data gathering and reporting activities;
• Communicate effectively through oral and written mediums;
• Assess the consequences and outcomes of program initiatives;
• Monitor legal and regulatory changes.

Revised 10/2023
New: 3/2023

Portland Community College is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected class.