Coordinator Education Helpdesk TLC

Are you passionate about supporting educators to maintain and improve their high quality education? Do you excel at coordinating tasks, people and services related to information for education?

If so, read on!

We are looking for an Coordinator Education Helpdesk TLC in Wageningen University and Research. Together with the Students Assistants you will be supporting teachers and course coordinators in their work, contributing to an efficient and effective handling of their questions and requests. This can be regarding the online learning environment (Brightspace), and other educational tools, or directing them to one of our educational advisors.

The Teaching and Learning Center (TLC) supports teachers at WUR offering innovative and high-quality education. You will be coordinating the work of the Education Support Service Desk (ESSD), aiming to provide timely answers and assistance, and link requests and needs to available support and resources. The Education Support Service Desk represents a first line of support for teachers regarding their teaching and the use of education systems, such as the online learning environment, the video platform, and other learning tools. TLC is one of the sections within ESA (Education and Student Affairs).

Your duties and responsibilities include:

• Lead and coordinate the Helpdesk team, supervising Student Assistants, managing schedules, monitoring incoming questions, and stepping in to handle complex tickets when needed.
• Recruit, hire, and onboard Student Assistants for TLC, ensuring a well-trained and effective support team.
• Manage and optimize support systems and platforms (admin), including MS Teams Call Center, Outlook mailbox, ServiceNow, and the instruction manuals platform Screensteps (user access, updates, and quality control across WUR).
• Monitor Helpdesk performance, maintain the FAQ, and report on resolved requests to improve service quality.
• Act as TLC’s contact point for the Support Portal and collaborate closely with decentralized support teams such as EduHubs to ensure aligned and consistent support.
• Coordinate communication and key activities, including the Education Support Deadlines Calendar, sharing relevant information with educators, and supporting events such as the Education Design Festival and Teachersday. Together with our Communication Coordinator implement our strategic communication plan.

Your team
You will become part of the team Online Learning Environment (OLE). You will work with 3 to 4 Students Assistants. Together with the Students Assistants you will be supporting teachers and course coordinators in their work, contributing to an efficient and effective handling of their questions and requests. Furthermore you will work together with various other colleagues from TLC, like our Communication Coordinator, and our Management and Office Assistant.

You will work here
The Teaching and Learning Centre (TLC) is dedicated to fostering excellence in education. Our mission is to inspire and empower educators, cultivate dynamic learning environments both online and on campus, and collaborate in enhancing courses and curricula. With a focus on innovation and continuous improvement, TLC strives to enrich the educational experience for both students and faculty.

We are a dynamic educational organisation that constantly seeks innovative (IT) tools, pedagogical approaches and activities for its stakeholders and our development. Hence, there is ample room for personal contributions and initiatives. The Teaching and Learning Centre has an entrepreneurial, open and informal organisational culture.

You have strong digital skills and are eager to learn new (educational) technologies, including tools within the Online Learning Environment. You are proactive, customer‑focused, and communicate clearly. With an analytical mindset, you know how to approach and solve problems effectively. You are well‑organised, comfortable working with and improving workflows, and enjoy collaborating with your team and other colleagues. Your competencies include stakeholder engagement, intercultural sensitivity, assertiveness, a solution‑oriented attitude, teamwork, creativity, and curiosity.

• BSc in a relevant field.
• Advanced English proficiency (C1); strong technical writing skills; command of Dutch is an advantage.
• Work experience in coordinating activities, project management, and team collaboration.
• Familiarity with the Wageningen educational system and the organisation of education processes.

Wageningen University & Research offers excellent terms of employment. A few highlights from our Collective Labour Agreement include:

• sabbatical leave, study leave, and partially paid parental leave;
• working hours that can be discussed and arranged so that they allow for the best possible work-life balance;
• there is a strong focus on vitality and you can make use of the sports facilities available on campus for a small fee;
• a fixed year-end bonus of 8.3%;
• excellent pension scheme.

In addition to these first-rate employee benefits, you will of course receive a good salary. Depending on your experience, we offer a competitive gross salary of between € 3,546.- and € 5,538.- for a full-time working week of 38 hours, in accordance with the Collective Labour Agreements for Dutch Universities (CAO-NU) (scale 10). We initially offer you a one-year contract with the intention of converting it into a permanent contract. If you are an internal candidate, your current contract will serve as the basis. We are happy to discuss this with you should you have any questions.

Wageningen University & Research offers plenty of opportunities for growth and development, with a strong internal recruitment policy and excellent training programmes.

You will work on the greenest and most innovative campus in the Netherlands, in an international and open working environment.

The mission of Wageningen University & Research is “To explore the potential of nature to improve the quality of life”. Under the banner Wageningen University & Research, Wageningen University and the specialised research institutes of the Wageningen Research Foundation have joined forces in contributing to finding solutions to important questions in the domain of healthy food and living environment. With its roughly 30 branches, 7,600 employees (6,700 fte) and 13,100 students and over 150,000 participants to WUR’s Life Long Learning, Wageningen University & Research is one of the leading organisations in its domain. The unique Wageningen approach lies in its integrated approach to issues and the collaboration between different disciplines.

Read the 5 reasons why your future colleagues enjoy working at WUR and watch the video below to get an idea of our green campus!

We will recruit for the vacancy ourselves, so no employment agencies please. However, sharing in your network is appreciated.

Wageningen University & Research is the university and research centre for life sciences. The themes we deal with are relevant to everyone around the world and Wageningen, therefore, has a large international community and a lot to offer to international employees.

Because we expect you to work and live in the Netherlands our team of advisors on Dutch immigration procedures will help you with the visa application procedures for yourself and, if applicable, for your family. If you come with a partner, we offer a Dual Career group program organized by our Welcome Center. This program helps your partner to get familiar with the Dutch culture, labour market and assists your partner to find a job.

Feeling welcome also has everything to do with being well informed. Wageningen University & Research's International Community page contains practical information about what we can do to support international employees coming to Wageningen. Furthermore, our Welcome Center can assist you with any additional advice and information about for example housing, opening a bank account or schooling. Finally, certain categories of international staff may be eligible for a tax exemption on a part of their salary during the first five years in the Netherlands.