Lead- Academic Support

About Walden University

Walden University, an Adtalem Global Education institution, supports a diverse community of adult learners from across the U.S. and other countries, who seek to achieve their academic goals and make positive, lasting social change in their professions and communities. Walden offers more than 100 online degree and certificate programs, for students pursuing a bachelor’s, master’s, doctoral or certificate. Walden University has graduated more than 174,000 students and is accredited by the Higher Learning Commission.

We operate on a hybrid schedule with four in-office days per week (Monday–Thursday). This approach enhances creativity, innovation, communication, and relationship-building, fostering a dynamic and collaborative work environment.

Visit WaldenU.edu for more information, and follow on Twitter, Instagram, Facebook, Instagram and LinkedIn.

 

Our Students

Walden is a broad-access institution. We teach the students we have, nurture their curiosity, and support them as they develop academic skills to reach their degree goals. Walden serves a majority female-identifying student body, with over 40% African American and Black students and over 40% White students, as well as over 15% Latino/a/x and Asian and Pacific Islander students. We proudly embrace our LGBTQIAA+, (dis)abled, and first-generation college students, working parents and caregivers, as well as military veterans, and the unique cultural, linguistic, ethnic, and religious backgrounds of all our students. Most importantly, we acknowledge the impact of intersectionality on the lives of our students, and we strive to provide community support and rigor tailored to the individuals who are our students.  

OASIS

Walden’s Office of Academic Support and Instructional Services (OASIS) provides instruction to help students develop academic and professional skills for success in areas such as scholarly research, writing, study strategies, reading, and more. OASIS houses multiple teams: Content Management, Instructional Services, and Undergraduate, Graduate, and Doctoral Academic Support teams. Following Walden’s Success by Degree framework, we align our instructional support with university-wide, degree-level learning outcomes. Everyone in OASIS collaborates with teams across Walden to ensure we connect students with flexible, seamless instructional support where and when they need it.

Opportunity at a Glance        

In collaboration with the Associate Dean for Instructional Services and other teams in OASIS, the Academic Help Desk Lead will develop and implement a comprehensive strategy for scalable student support services, with a primary focus on our Academic Support Help Desk. This role will lead the design and optimization of digital response systems, implement instructional technology solutions to enhance service delivery, and create efficient workflows that connect students with the right resources and services at the right time.

This position requires someone who can balance efficiency and scalability with the personalized touch and degree-level customization that defines our support services and resources. Key responsibilities include managing our digital response operations, identifying new or improved touchpoints, analyzing usage patterns to inform strategic decisions, and developing seamless pathways between self-service resources and higher-touch support options. Key traits sought for the person in this role include being collaborative, proactive, flexible, growth-minded, innovative, and organized. The person in this role will bring heart to their work with students and with colleagues.

Responsibilities/Expectations of Role:

• Oversee day-to-day operations of assigned OASIS services or products, including determining staffing needs and training requirements.
• Area of focus: OASIS Help Desk (to include self-help content, email support, faculty referral processes, and synchronous 1:1 reference appointments).
• Create and maintain a tiered support model that guides students from self-service to higher-touch options as needed, combining existing approaches and supporting launches of new touchpoints.
• Develop and implement standardized response frameworks and knowledge bases for common student inquiries.
• Evaluate and recommend technology solutions to automate routine inquiries and increase self-resolution rates.
• In alignment with OASIS instructional strategy, develop and implement a Help Desk strategy and workflow, combining existing approaches and launching new touchpoints where needed.
• Collaborate with degree teams to adjust instructional service offerings to meet student needs by degree level.
• Participate in the Instructional Service Team’s overall instructional vision for and implementation of OASIS instruction and support.
• Ensure services and instruction align with the overarching OASIS instructional strategy, quality standards, and OASIS Skills Framework. 
• Oversee and manage the scheduling platform and systems used for assigned services.
• Track usage data and patterns of services and instruction to make data-informed decisions about all assigned services and products. 
• Contribute to building a positive team culture and a healthy workplace in OASIS and beyond. 
• Perform other duties and responsibilities for OASIS support as assigned.

Leadership Responsibilities:

• Provide ongoing quality assurance support and professional development for staff supporting assigned services.
• Stay abreast of the latest trends and best practices in the online higher education community to aid the development of innovative improvements and/or efficiencies.

Student-Facing Responsibilities:

• Provide synchronous and asynchronous instructional support to students.
• Address student concerns or issues in relation to assigned services; escalate when needed.

Project-Based Responsibilities:

• Participate in other opportunities in the instructional services vertical, including instructional design, content creation, working group participation, and/or other specialized academic support tasks or projects.
• Participate in thought-leadership opportunities in alignment with OASIS strategic priorities.

OASIS Service Responsibilities:

• Participate in cross-OASIS and All-Staff meetings and stay engaged with MS Teams communication.
• Serve on committees, working groups, and/or ad-hoc collaborative teams in and/or outside of OASIS.
• Actively participate in the OASIS Strategy Check-In group.
• Participate in professional development opportunities.  

• Value working with individuals from diverse cultural and professional backgrounds.
• Strong problem-solving, collaboration, organizational, and communication skills.
• Ability to adapt well to change in a fast-paced environment based on students’ needs.
• Master's degree in instructional design, educational technology, online learning, or related field required; earned ALA-accredited Master of Library Science/Master of Library Information Science preferred.
• Experience leading and/or working with a team to provide instructional support to students in online educational programs, particularly in a university cocurricular instructional department, required; experience managing a help desk preferred.
• Experience with data collection and reporting, including regular use of data management tools (Tableau, Power BI, Qualtrics, and/or Microsoft Excel), required.
• Experience with Springshare products or similar tools required.
• Availability for flexible scheduling that may include nights and weekends when needed to meet student needs.

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $61720.78 and $108334.92. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.

Adtalem offers a robust suite of benefits including:

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• Participation in Adtalem’s Flexible Time Off (FTO) Policy
• 12 Paid Holidays
  
  For more information related to our benefits please visit: https://careers.adtalem.com/benefits.

Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation