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.
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.
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.
Drives continuous improvement in content effectiveness and accelerates the speed to proficiency for TSC associates.

3+ years of experience in instructional design or adult learning, with at least 1 year in a lead role.
A bachelor’s degree in Instructional Design, Education, or a related field is preferred.
Advanced proficiency with industry-standard e-learning authoring tools (e.g., Articulate Storyline, Adobe Captivate).
Experience with Vyond and graphic design tools (e.g., Adobe Photoshop) for asset creation.
Proven ability to manage multiple complex design projects simultaneously.
Solid understanding of the ADDIE model, SAM, or other instructional design principles.
Knowledge of SCORM/xAPI standards for content publishing.

Instructional Design – Product Support Supervisor

Key skills