IT Audio Visual Support Manager

Title Information

Security Sensitive Position?

Security Sensitive Position? Yes

Hours of Work

Position Information

Posting Number

Posting Number TSU
203835

Grant Title N/A

Job Description Summary / TWC Summary

JOB SUMMARY :

The Audio-Visual Support Manager’s role is to work closely with and take directions from the IT Director, Enterprise Engagement, to maintain service level targets and CSAT performance according to OIT guidelines. Relevant experience includes classroom A/V automation and systems support, indoor and outdoor special events, and management of a team of A/V professionals, all in a university environment.

DISTINGUISHING CHARACTERISTICS :

Dedicated to delivering exceptional customer service for TSU students, faculty, and staff, with a focus on audio visual technologies, special events, and service delivery.

• Manage the daily performance of the audio-visual technicians.
• Work closely with faculty and staff at TSU to effectively manage and prioritize the university’s audio-visual needs.
• Ensure timely response to classroom emergency reports.
• Monitor classroom technology to preemptively correct issues before they become incidents.
• Manage a robust list of special events that take place at TSU daily. Ensure consistent communication to event stakeholders regarding event preparedness and execution and provide cooperative feedback on how to improve events in the future.
• Ensure proper, meaningful reporting on team performance and workload is updated for Monthly Business Review ( M  ).
• Evaluate the audio-visual team’s work intake processes to ensure the team’s success.
• Work with OIT leadership to draft and maintain SLOs for the audio-visual team.
• Report performance against SLO criteria in the M  .
• Accurately forecast audio-visual staff needs against both a recurring calendar of events and ad-hoc service incident requests.
• Own and champion the audio-visual services and look for new ways to improve services across the campus.
• Develop a long-term audio-visual strategy to include daily management and strategic direction of the classroom environments.
• Recommend desktop tools to elevate customer experience.
• Maintain a 360-degree perspective on campus life and the role the audio-visual team plays in administration, faculty, and student’s daily technology expectations.
• Provide insights into consistently improving the audio-visual experience for customers.
• Handle any escalations and provide prompt resolutions.
• All other duties as assigned.

% FTE

1.0

Hiring Range

Hiring Range $80,870.19 - $

Education

Bachelor’s Degree (B.A. or B.S.) in Information Technology, Business or closely related discipline from an accredited four-year college or university preferred.

Required Licensing/Certification

• Service- NOW experience is preferred.
• ITIL Certification is preferred.

Knowledge, Skills, and Abilities

Knowledge:

• Must have outstanding written/oral communication and analytical skills, excellent presentation skills, and the ability to communicate on both a technical and business level.
• Previous experience working with vendors for large scale productions such as commencement, homecoming, sports events, etc.
• Must be proficient in classroom technology management.
• Must be driven by the desire to offer quality services to the faculty, staff, and students, in a timely and efficient manner.
• Proven work experience as an audio-visual technician and supervisor/manager. Hands on experience with audio-visual solutions and troubleshooting.
• Customer service oriented with a problem-solving attitude.
• Expert knowledge of recent industry trends and standards and future directions of technology in the learning environment, office administration, and ability to effectively advocate for new ideas.
• Must be highly proficient…