The AV Support Manager is a hands-on position responsible for the supervision and daily operations of the audio-visual support team and AV support service spanning numerous classrooms and event/conference spaces in multiple buildings on the Harvard Medical School campus as well as for remote teaching and learning. The AV support team may be engaged in video conferences, live streaming, live audiovisual event support, and video productions, ensuring presenters are aware of technology and ready prior to the start of events/presentations and support issues are taken care of in a timely manner. The AV Technical lead will also monitor AV systems and processes, tracking and reporting on trends and ensuring quality assurance testing of AV equipment.
Principal Duties and Responsibilities: Managing the workflow, coverage, time approval, and performance reviews of the AV support team, monitoring workflow via the tracking system and delegating tasks to meet workflow as needed. Oversee audiovisual tasks such as validating room scheduling requests and escalation of urgent AV requests. Provide audiovisual related on-demand end-user support and troubleshooting to HMS faculty, staff, and students. Serve as an AV support escalation point for internal team members and IT as a whole. Establish and document workflow, processes, goals, and policies. Updating training material for new and existing AV support staff. The AV Technical Lead will collaborate with the AV Analyst and Training Coordinator in analyzing the overall HMS audio-visual user experience, including documentation, and support of staff, faculty, students and affiliates using conference and teaching spaces. Advises, teaches, and provides guidance and support in the use and selection of appropriate AV technologies. Coordinate and manage execution of projects, work assignments, and workloads. Collaborate with internal and external groups to identify, analyze and establish/enhance AV support process and procedures. Develop standards and procedures necessary to improve efficiency and effectiveness of operations, ensuring goals and team objectives are met, monitoring and reporting on service levels for continual quality improvement. Perform regular customer service evaluations of internal AV support and service delivery, leveraging data from multiple systems to evaluate trends in service delivery and user satisfaction. Design, develop and update knowledge base materials/documentation, online resources, and on-demand video tutorials. Updating the event management system. Coordinate with facilities management and EMS staff to support infrastructure. Work directly with technology staff to gain all technical information on the AV hardware/software we deliver to ensure smooth roll-outs and technology adoption (e.g. maintenance checklists). Collaborates with other IT staff to diagnose and troubleshoot existing audiovisual issues, improve support and increase user satisfaction. Discover and advise in process improvement and best-practices in audiovisual technology use. Serving as an IT subject matter expert in a particular area of expertise helping update content, responding to escalated issues and provide related training and/or consultation. Special projects as needed.
Harvard offers an outstanding benefits package including:
Time Off: 3 - 4 weeks paid vacation, paid holiday break, 12 paid sick days, 11.5 paid holidays, and 3 paid personal days per year.
Medical/Dental/Vision: We offer a variety of excellent medical plans, dental & vision plans, all coverage begins as of your start date.
Retirement: University-funded retirement plan with full vesting after 3 years of service.
Tuition Assistance Program: Competitive tuition assistance program, $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools.
Transportation: Harvard offers a 50% discounted MBTA pass as well as additional options to assist employees in their daily commute.
Wellness options: Harvard offers programs and classes at little or no cost, including stress management, massages, nutrition, meditation, and complementary health services.
Harvard access to athletic facilities, libraries, campus events and many discounts throughout metro Boston.
The Harvard Medical School is not able to provide visa sponsorship for this position.
Salary Grade: 057
Union: 00 - Non Union, Exempt or Temporary
Four or more years of related experience in relevant technology training both online and in-person. Experience in operational and maintenance support for AV presentation, production and video collaboration systems including Cisco telepresence and Webex, Zoom, Biamp, Creston/Extron, Mediasite or similar systems.
A Bachelor's Degree in audiovisual technology or computer science related field preferred. Experience in relevant technology training both online and in-person. Proven project planning and management experience. Familiarity with PTZ cameras and broadcast switchers beneficial. Excellent oral and written communication skills, with the ability to share information effectively and confidently to internal and external audiences of varying levels of technical knowledge. Excellent time management, organization, and planning skills. Strong business/systems analysis skills, proven meeting facilitation, and documentation skills. Experience with education technologies (audience response, survey tools) and computer platforms is highly preferred. Familiarity with service management software (ServiceNow) and proficiency in implementing and evaluating reporting for continual quality improvement, evaluating trends in service delivery and user satisfaction. Knowledge of event management systems such as EMS. Proficiency editing websites and creating multimedia content and other learning modules using authoring tools (Camtasia) are recommended. Prior experience in audiovisual/information technology, as well as familiarity working within an educational environment, is desirable. ITIL Foundations certification and/or CTS certification recommended.
EQUAL OPPORTUNITY EMPLOYER: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Internal Number: 48549BR
About Harvard University Medical School
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.