Instructional Design - PRODUCT SUPPORT SUPERVISOR

Job Description

With a career at [REDACTED], you can be yourself and also be part of something bigger.

Position Purpose

The Instructional Design Supervisor leads the end-to-end strategy, development, and quality assurance of learning solutions for the Technology Support Center (TSC). This role manages a team of instructional designers and the project queue while providing guidance and mentorship to the design team to ensure excellence. This position oversees the creation of all deliverables including e-learning, virtual instructor-led materials, and job aids to ensure they are pedagogically sound, brand-aligned, and scalable. Beyond creative oversight, the Supervisor serves as a critical liaison between SMEs, Strategy, and Delivery teams to align learning assets with operational goals. By leveraging data-driven insights and advanced instructional design methodologies, this position drives continuous improvement in content effectiveness and accelerates the speed to proficiency for TSC associates.

Key Responsibilities:

• 40% Delivery & Execution:
• Provides on-call support at Team Lead level in paging system
• Documents, reviews and ensures that all quality and change control standards are met
• Partners to resolve escalated technical and executive level issues
• Acts as a SME for various aspects of the IT Support business to ensure knowledge base articles, training, and knowledge is shared across the Support Desk Services business for VPN/Connectivity, Networking/Firewall, Security/Virus, Training/Knowledge Mgmt, Change Mgmt, Microsoft, Telepresence, etc.
• Engages, tracks, and partners with [REDACTED] teams to build relationships and ensure root cause fixes are implemented
• Leads and manages projects within the IT Support Teams; provides engagement, c…