Department: MED-Central IT
Salary/Grade: ITS/79
Job Summary:
Provide supervision and leadership for a team of technology support specialists that deliver a portfolio of audio-visual services. Act independently, working under the general direction of the Director, Education Technologies. Collaborate with faculty, students and staff to optimize audio-visual support needs. Provide operational support related to technology-enhanced spaces and special events, including the use of communication and collaboration tools, e.g., video streaming, web conferencing, lecture capture, etc.. Represent FSM IT and serve as the primary AV systems support lead, which includes managing day-to-day support activities. Provide input into audiovisual system design, while promoting standard solutions that scale.
Specific Responsibilities:
Strategic Planning
- Assist in the refinement of support operations to optimize resource utilization and improve customer satisfaction. Implement standard processes and practices that enable the audio-visual support team to deliver repeatable, high-quality services.
- Develop and maintain business partnerships with clients, colleagues and key stakeholders.
- Work with FSMIT leadership team and key stakeholders in NUIT to refine the service portfolio, including the development of service level and support agreements.
Administration
- Produce and review operational metrics regarding service and incident requests. Implement revised support procedures where necessary to ensure support staff are meeting or exceeding support level targets.
- Promote scalable solutions, process automation and optimization of service delivery.
- Perform routine site visits and equipment checks of supported spaces that includes making recommendations on equipment replacement and upgrades.
- Facilitate performance measurement standards and apply those standards to supervised employees.
- Develop process for obtaining client feedback that promotes enhancements to existing service portfolio and support.
- Manage a team of audio-visual support professionals, including being available during off-hours to offer assistance with major incidents.
- Manage resources for optimal performance, including prioritization of service requests, projects, administrative work and time allotted for holidays and time off.
- Work with the leadership team to plan, coordinate and execute professional development for support staff.
- Keep abreast of emerging technologies.
- Provide consultative support for faculty and staff regarding audio-visual technology solutions for new or emerging requirements.
- Assist with the design of audio-visual control interfaces and remote monitoring solutions.
- Maintain equipment inventory for supported spaces and prepare budget forecast for life-cycle replacement of equipment.
- Develop & coordinate appropriate training and workshops regarding audio-visual services and support.
Development
- Provide direction and leadership for the audio-visual support team located on the Evanston campus.
- Develop staff and student workers to deliver routine equipment maintenance and repair.
- Communicate and influence the adoption of best practices in delivering high-quality customer service.
- Develop partnerships, share technical expertise, and consult with other departments regarding opportunities to improve and enhance existing services and support.
Performance
- Provide audio-visual technology support and lead day-to-day operations for support team, including developing staff to deliver professional quality support
- Produce and review support metrics to ensure support level agreements are being fulfilled
- Maintain equipment inventory and appropriate documentation as it relates to supported technology, spaces, and special event support
Supervises
- Provide work direction and/or supervise support specialists, contractors, vendors, and student assistants.
- Recommend and approve various administrative personnel actions including, but not limited to, hiring, performance appraisals, promotions, transfers, vacation and time entry.
- Conduct effective performance evaluations and regularly mentor and counsel those with less experience.
- Manage operational support projects ensuring timelines and deliverables are met and meet expectations.
Infrastructure
- Mac OS X Operating System
- Microsoft Office (Word, Excel, Powerpoint, Access, Outlook)
- MS Windows Operating System
- Other: Audiovisual technologies; Video conferencing technologies
Compliance
Analytical
- decision making
- read & interpret technical drawings
- Troubleshooting
Project
- collaboration and teamwork
- facilitate collaboration
- organizational skills
- planning
Miscellaneous
- Performs other duties as assigned.
Minimum Qualifications:
- Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor’s or higher degree; OR an appropriate combination of education and experience.
- Seven years experience in delivering audio-visual technology services with supervisory experience.
Minimum Competencies: (Skills, knowledge, and abilities.)
- Excellent written, verbal, analytical communication and presentation skills
- Ability to build, lead and work in a team environment
- Strong customer service focus
Preferred Qualifications:
- Bachelor’s degree in information technology or related discipline
- Experience leading audio-visual support services and/or systems integrations
- Demonstrated knowledge of video/web conferencing systems (H.323 and software-based systems such as Zoom, Lync, Bluejeans, WebEx, Adobe Connect, Go to Meeting) and technical proficiency in computing and networking technologies (Windows and Apple OSX)
- Demonstrated knowledge of communication and collaboration tools, such as video conferencing, desktop sharing, web conferencing, team collaboration, etc.
- Demonstrated experience in troubleshooting audio-visual systems
Preferred Competencies: (Skills, knowledge, and abilities)
- Seven or more years of related professional experience and involvement in the maintenance and support of audiovisual systems.
- Experience in leading audio-visual projects and support staff
- Demonstrated ability to work through complex problems, both technical and business, to address a challenge and reach a solution
- Demonstrated ability to collaborate with the University’s departments and constituents, its partners and peers, as well as outside industry to accomplish the organization’s mission
- Knowledge of budget preparation and reporting
Benefits:
At Northwestern, we are proud to provide meaningful and competitive benefits. The available benefits package for this position will include health, dental, vision, disability, and life insurance; paid vacation and holidays; paid medical/sick and parental leave; tuition benefits for the employee and dependents; pre-tax and flex spending accounts for commuting and dependent care; generous retirement savings options; and wellness programs. For a comprehensive overview of available benefits, including eligibility details, visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.
Work-Life and Wellness:
Northwestern offers comprehensive programs and services to help you and your family navigate life’s challenges and opportunities and adopt and maintain healthy lifestyles.
We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.
Professional Growth & Development:
Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you’re interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.
Northwestern University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. View Northwestern’s non-discrimination statement. Job applicants who wish to request an accommodation in the application or hiring process should contact the Office of Civil Rights and Title IX Compliance. View additional information on the accommodations process.
Target hiring range for this position will be between $80,297 to $100,000 per year. Offered salary will be determined by the applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.
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