Manager, IT/Tech
Job in
Malibu, Los Angeles County, California, 90263, USA
Listed on 2026-09-03
Listing for:
Pepperdine University
Full Time
position Listed on 2026-09-03
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Systems Administrator, Technical Support
Job Description & How to Apply Below
Working with IT Client Services leadership, the Manager of Mountain AV oversees the technology operations of the Mountain AV team, provides support, manages student employees, and other AV technology solutions that support the mission of Pepperdine University.
Duties
- LEADERSHIP AND ADMINISTRATION:
- Provides strong leadership to the Mountain AV Events area of IT Client Services.
- Drives departmental goals and objectives, reviews the goals and objectives of the area, and supports the department manager to align teams and projects with the strategic goals of IT Client Services and the University.
- Executes a cohesive and synchronized AV Event support infrastructure.
- Provides feedback to supervisor(s) to monitor and develop staff.
- Empowers staff to take ownership of duties, projects, and problems.
- Works collaboratively in flexible teams with strong camaraderie.
- Provides excellent, compassionate customer service.
- Gathers and analyzes metrics for team and area success.
- Works with high integrity to maintain the trust of the University community.
- Manages time, information, and resources responsibly for excellent stewardship and productivity.
- Helps promote a culture of data-driven decision-making where staff regularly logs trouble tickets or individual work output, and management regularly reviews this data and other sources for continual service improvement.
- Champions a "Three Things" approach for all employees to either be:
- Conducting work duties.
- Contributing to a special team, area, or IT projects.
- Improving knowledge and skills through professional development.
- Holds teams, individuals, and IT partner vendors accountable for following procedures/practices and representing the University well through word and deed.
- Provides high-quality services at optimal cost to colleagues.
- Manages associated expenses within the scope of the departmental budget.
- Reviews, approves, and/or submits regular, timely, and complete paperwork and processes, such as bi-weekly or monthly timesheets, and other routine IT and University practices for self and staff.
- Keeps personal, team, and shared work spaces clean and organized.
- Represents Pepperdine and IT in a professional manner when collaborating with internal and external stakeholders.
- Coordinates day-to-day operations logistics with direct reports.
- Develops and maintains strong partnerships with campus personnel and departments, as well as with external vendors and service providers, to assure current and future operational success.
- Builds relationships with individual clients, including faculty, staff, students, and executives.
- Identifies client service improvements and shares success stories with clients and team members.
- Responsible for providing high-quality support on arena technology hardware, software products, and audio-visual equipment.
- Configures and operates audio-visual, broadcasting, and live event-related equipment.
- Troubleshoots problems using scripts and checklists as guides, escalating issues when necessary.
- Works with basic infrastructure products.
- Researches trouble issues with guidance from others.
- Documents problem statuses and resolutions in the tracking log.
- Alerts team members about recurring problems.
- Provides on-the-spot training to clients.
- Participates in integration testing.
- Supports events that may occur during normal business hours, after hours, and/or weekends.
- Documents solutions to common problems and responses to frequently asked questions.
- Aware of service level agreement targets, takes steps to meet or exceed requirements and explains service procedures to clients.
- Provides input during project planning and requirements phases.
- Helps maintain team operations handbook, training manuals, and guides.
- Consistently and reliably creates service tickets for each service provided.
- Monitors and tracks assigned tickets.
- Documents resolutions and troubleshooting notes.
- Provides and documents timely and detailed communication with stakeholders.
- Identifies process improvements based on review of support tickets, feedback from peers and constituents, and reflection of completed tasks and duties.
- Works…
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