The Service Center at the John A. Paulson School of Engineering and Applied Sciences (SEAS) is looking for a skilled and technically proficient Assistant Manager to oversee the audiovisual building equipment operations at the new, state of the art, Science and Engineering Complex and 114 Western Avenue buildings in Allston as well as the SEAS occupied buildings in Cambridge. This position will report to the SEAS Service Center Manager and will help direct a team of audiovisual specialists who will provide exemplary customer service to the SEAS community while ensuring all A/V technology is supported and maintained on a daily basis.
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
Direct management or Team Lead experience preferred, as well as a desire to coach and develop others to their fullest potential.
CTS certification desired.
Excellent leadership and people management skills.
Background in higher-education and/or large corporate environments preferred.
Demonstrated and unparalleled ability to deliver world-class customer service, and a strong desire to help others.
Superior professionalism and judgment; ability to excel with minimal supervision.
Ability to successfully manage many simultaneous work items of changing priority.
Experience supporting service desk/enterprise-level audiovisual environments.
Can easily present technical concepts to customers in non-technical language.
Desire to identify and resolve the root cause of systemic technical or process issues.
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
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.