Department: IT Media & Tech Innovation Salary/Grade: ITS/79
The AV Systems Support Lead provides supervision and leadership for a team of technology support specialists that deliver a portfolio of audio-visual services. This position acts independently, working under the general direction of the Associate Director of Audio-Visual Support and Systems Integration. This role collaborates with faculty, students and staff to optimize audio-visual support needs. This position provides 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 Northwestern IT and serve as the primary AV systems support lead for the Chicago campus, which includes managing day-to-day support activities. Provide input into audiovisual system design, while promoting standard solutions that scale.
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 the IT Services and Support leadership team and key stakeholders to refine the service portfolio, including the development of service level and support agreements.
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.
Liaise with Feinberg School of Medicine IT staff on support for special events and supported spaces.
Develop & coordinate appropriate training and workshops regarding audio-visual services and support.
Provide direction and leadership for the audio-visual support team located on the Chicago campus.
Develop staff members 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.
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
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.
Other duties as assigned.
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.
Please see information highlighted below-
Infrastructure (extends across applications): Mac OS X Operating System, Microsoft Office (Word, Excel, Powerpoint, Access, Outlook), MS Windows Operating System, Audiovisual technologies; Video conferencing technologies.
Compliance: FERPA, HIPAA.
Analytical: Decision making, troubleshooting.
Project: Collaboration and teamwork, facilitate collaboration, organizational skills, planning.
Minimum Competencies: (Skills, knowledge, and abilities.)
Excellent written, verbal, analytical communication and presentation skills.
Ability to build, lead and work in a team environment.
Demonstrated ability to write and assess support level agreements for technical services.
Strong customer service focus.
Preferred Qualifications: (Education and experience)
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.
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.
Internal Number: 35900
About Northwestern University
Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highly collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.