Project Manager I: Technology Assisted Learning (P6) (Academic Development & Support: Centre for Academic Technologies) at University of Johannesburg

Job Description:

• The Centre for Academic Technologies (CAT) supports teaching and learning through innovative and advanced technologies. Ensuring the training and support of the use of such technologies for both staff and students is a central part of CAT. CAT consists of staff support (Learning Experience Advisors Team), student support (Helpdesk Team), and technical/data support (IT team). Ultimately, we support all staff, students, and support stakeholders on all four of our UJ campuses.
• The purpose of this role is to provide strategic leadership and management of comprehensive student advising services and helpdesk operations within the Centre for Academic Technologies, ensuring exceptional support for online and blended learning students through effective team supervision, evidence-based interventions, and collaborative partnerships that promote student success, retention, and engagement across the university.

Responsibilities: 

• Lead, supervise, and develop a team of student Advisors and support staff, ensuring student queries are resolved within 48 hours.
• Implement evidence-based advising strategies and interventions for at-risk students.
• Develop and maintain student success plans and academic pathways for online learners.
• Coordinate student transition support between academic levels and programs.
• Conduct regular case management reviews and provide complex case resolution.
• Monitor student engagement metrics and implement retention strategies.
• Facilitate group and individual advising sessions for academic planning.
• Manage daily helpdesk operations.
• Supervise helpdesk staff performance, providing coaching and professional development.
• Develop standard operating procedures and quality assurance protocols.
• Implement ticketing system management and workflow optimisation.
• Coordinate escalation procedures for complex technical and academic issues.
• Maintain comprehensive documentation of student interactions and support outcomes.
• Ensure compliance with service level agreements and institutional standards.
• Coordinate FYO (First Year Orientation) related to learning with technology programs and digital literacy sessions.
• Develop training materials and assessment tools for ongoing professional development.
• Facilitate cross-training initiatives between advising and technical support teams.
• Manage Tutor access processes, permissions, and competency evaluations.
• Conduct regular training needs assessments and implement improvement strategies.
• Develop strategic initiatives for student success and retention improvement.
• Lead collaborative projects with ADS centres, faculties, and external partners.
• Participate in institutional committees focused on student success and support.
• Manage special projects such as the UJenius initiative.
• Facilitate data-driven decision making through student success analytics.

Minimum requirements

• An Honours degree (NQF 8) or equivalent qualification in a relevant field (e.g. Education, Educational Psychology or related fields).
• Minimum of five (5) years’ experience working in student support services or academic advising in higher education.
• Minimum two (2) years of supervisory or team leadership experience.
• Proven experience in helpdesk or customer service management.
• Experience with Learning Management Systems (preferably Moodle) and educational technology platforms.
• Demonstrated experience in training design and delivery.
• Knowledge of trends in national and international higher education.
• Competencies and Behavioural Attributes:
• Proven ability to lead, motivate, and develop diverse teams of advisors and support staff.
• Advanced interpersonal skills with the ability to connect with diverse student populations.
• Experience in crisis intervention and complex case management.
• Understanding of trauma-informed practices and culturally responsive advising.
• Ability to develop individualised student success plans and academic pathways.
• Excellent written, oral, and digital communication abilities with students, staff, and stakeholders.
• Understanding of ethical principles in student affairs and advising.
• Proven experience in a detailed planning environment.
• Ability to perform under pressure.
• Excellent writing, oral and electronic communication skills.
• Proven ability to produce high-level proposals and reports.
• Excellent presentation skills.

Recommendations:

• A Masters degree (NQF 9), or equivalent experience in a relevant field, would be advantageous.

Closing Date: October 31st, 2025