Room Technology Supervisor

Academic IT Supervisor

The Academic IT (AcadIT) division within Health Information & Technology Services (HITS) supports education and research at the U-M Medical School by providing software, infrastructure, device support, and custom projects. We seek a motivated individual with technical skills and customer service experience to support faculty and students with instructional technology, providing in-person assistance in classrooms and event spaces, and responding to urgent technology issues across various systems (computer labs, A/V equipment, conferencing, etc.).

This role oversees a team of technology room support specialists working in a complex audiovisual environment. This role will manage day-to-day operations, including staffing coverage, support requests, room checks, and troubleshooting across multiple locations. Responsibilities include coordinating staff within and across various teams, interacting with vendors, assisting with hiring, training, setting hours, planning work, appraising performance, handling complaints, and recommending promotions or discipline.

The supervisor may perform duties similar to those of direct reports.

As a supervisor, the responsibilities of the position include, but are not limited to, the following:

• Provide daily supervision and technical/administrative leadership for the Room Technology Team across the MM Ann Arbor Campus, including coverage adjustments during periods of heavy workload, absences, or special circumstances.
• Oversee training and mentor staff; responsible for staff hiring, onboarding, annual evaluations, timesheet approvals, and time-off request management.
• Recognize and escalate complex issues promptly; coordinate and collaborate with other technical groups to determine optimal solutions aligned with Michigan Medicine and HITS priorities.
• Ensure high-quality customer service and satisfaction by responding to faculty, staff, and student needs and troubleshooting room technology, collaboration hardware, and computer technology issues in designated rooms and event spaces.
• Maintain equipment, including cleaning, tracking, inventory management, and conducting maintenance audits; support web-based reservation and asset management systems.
• Stay current with collaboration technology, audiovisual technology and enterprise applications; assist in evaluating, testing, documenting, and implementing new technologies.
• Work with the appropriate facilities group to maintain room functionality and replenish supplies.
• Foster a respectful, cooperative work environment, valuing and seeking input from all team members.
• Communicate and cooperate with colleagues on projects and technologies through team meetings and electronic communication.

Physical Requirements

• While performing the duties of this position, employees may remain in a stationary position for prolonged periods of time; those in this position regularly move and traverse great distances while traveling to and from our customer locations.
• Move and transport objects such as projectors, screens, monitors, equipment carts, AV racks, and AV podia with weight up to 50lbs.
• Ascend and descend stairs and ladders.
• Move cart-based equipment between buildings.
• Work in enclosed spaces in the vicinity of numerous electronic components.
• Navigate in enclosed spaces in the vicinity of numerous electronic components.
• Ability to communicate with instructors, students, and others and requires a rapid accurate response to spoken directions.

Required Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 3+ years with team leadership experience.
• 7-10 years progressive IT experience in a complex environment.
• Experience that includes desktop, audiovisual, oversight of IT projects, project planning, problem and change management, and leadership responsibilities.
• This position is 100% onsite.

Desired Qualifications

• Experience working in the academic medical and healthcare environments
• Demonstrated experience leading and working in a team-oriented and collaborative environment.
• Practical analytical, verbal, and written communication skills, computer, and interpersonal skills.
• Working knowledge of supporting educational technology.
• Experience providing in-person support for AV equipment.
• Previous working experience with Media Site, Kaltura, SharePoint, Zoom, Teams.
• Flexibility and adaptability to a changing environment is required, including the ability to manage under deadline pressure, ambiguity, and changing priorities.
• Ability to analyze a situation quickly to ensure an effective meeting, classroom, and hybrid experiences for healthcare staff, faculty, students, and visitors.
• Demonstrated ability to communicate effectively with those with different levels of technology comfort and understanding.
• Excellent customer service experience and desire to provide high-quality solutions.
• Desire to work in a team-based collaborative environment.

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion…