The School of Engineering and Applied Sciences (SEAS) is looking for a highly skilled AV subject matter professional to lead the audiovisual equipment operations on the Cambridge and Allston campuses. The Assistant Manager, reporting to the Service Center Manager, will build a team of audiovisual specialists who will provide exemplary customer service and support to the SEAS community including faculty, staff and associated constituents.
The ideal candidate will be highly organized and thrive in this fast-paced, client facing work environment. This role is critical in launching the new, state of the art, AV technology operations in the Science and Engineering Complex and will work closely with the systems operations group to ensure top performance of equipment at all times.
This is a one-year term role with possibility of renewal.
Support daily operation of all A/V technology services for more than 70 audiovisual-enabled spaces across the dual campus.
Provide first and second-level audiovisual support through phone, e-mail, walk-in and in-field channels (general A/V, video conferencing, lecture capture, etc.)
Instruct, direct and develop up to 5 A/V specialists, including full-time and part-time (or temporary resources as needed).
Collaborate with faculty and staff to recommend and implement solutions that meet identified business needs; proactively explore emerging technologies that might benefit the community.
Help inform and manage outsourced vendor support agreements and resources, and assist with audiovisual repairs when possible.
Manage daily operational support schedule to ensure coverage for shifting priorities.
Plan and ensure successful delivery of complex classroom and campus events.
Schedule group and one‐on‐one trainings, and training documentation including web and multimedia content, for all audiovisual services.
Serve as an escalation point for both customers and internal team members; work to resolve service delivery issues on an expedited basis.
Identify and implement continuous improvements to products, services, processes and team performance.
Monitor and maintain health and stability of audiovisual environment as well as inventories, spare equipment and warrantees.
Assume additional responsibilities as required
Note: SEAS is not able to provide visa sponsorship for this position.
Commitment to Diversity SEAS is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment. Some of our core values include respect for all, serving the greater good, and welcoming individuals from diverse backgrounds, experiences, and perspectives.
Many SEAS employees are eligible for Flexible Work Arrangements, which may be explored during the interview process. The Harvard John A. Paulson School of Engineering and Applied Sciences serves as the connector and integrator of Harvard's teaching and research efforts in engineering, applied sciences, and technology. Our core tenets are: educating broad-minded students; interdisciplinary research; integration across disciplines; and balancing theory, experimentation and practice to create an unmatched environment for learning and exploration. Through collaboration with researchers from all parts of Harvard, other universities, and industry, we bring discovery and innovation directly to bear on improving human life and society. For more information about us, please visit www.seas.harvard.edu
Salary Grade: 057
Union: 00 - Non Union, Exempt or Temporary
Minimum of 2-4 years' post-secondary education and/or relevant work experience.
Demonstrated knowledge of audiovisual industry and Service Desk operations, including best practices and technologies
5+ years relevant industry and client-facing experience.
Direct management and team leadership experience preferred, as well as, a desire to coach and develop others to their fullest potential.
Experience in environments of similar scope and complexity.
Demonstrated ability to deliver world-class customer service, a strong desire to help others, professionalism and judgment; ability to excel with minimal supervision.
Ability to manage in a fast-paced environment where priorities shift frequently.
Strong communication skills, including consistent experience presenting technical concepts to audiences with varying knowledge and ability to maintain composure in high intensity situations.
Organizational skills for managing equipment, scheduling and coordinating with multiple parties.
Strong computer literacy and proficiency in Microsoft Word, Excel, Powerpoint, Outlook.
Well versed in audiovisual related software and hardware as well as working in PC and MAC environments.
Certifications could include CTS, Crestron DMC, Biamp and other related technologies.
Subject matter expert with web conferencing services as well as connecting to an AV system in classroom meeting spaces.
Desire to identify and resolve the root cause of systemic technical or process issues.
Working knowledge of AV systems including Crestron, Extron, Biamp, Dante, and projection systems.
Knowledge of EMS or other scheduling software.
Working knowledge of advanced video production techniques for live and on-demand distribution including familiarity with Panopto.
Familiarity with service management software (i.e. ServiceNow) and utilizing extracted data to track trends in service delivery and user satisfaction.
Knowledge of Digital signage solutions.
Proven experience overseeing and maintaining complex video and control room systems.
Experience designing workflows and user account structures in cloud-based video solutions.
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: 52149BR
About Harvard University John A. Paulson School of Engineering and Applied Sciences
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.
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