Manager, AV Operations and Support - Tufts Technology Services

Department Summary:

Tufts Technology Services (TTS) is a university-wide service organization committed to delivering technology solutions in support of Tufts' mission of teaching, learning, research, innovation, and sustainability. With staff across all of Tufts' campuses, as well as a 24x7 IT Service Desk, we collaborate with schools and divisions to meet the demands of a global, mobile community. We promote a collaborative, flexible work environment, embrace diversity and inclusion, and encourage personal and professional development. Learn more about TTS on our website and in the Working in TTS document.

Job Summary:

The Manager, Operations and Support manages a team of AV technical professionals and is responsible for overseeing all aspects of day-to-day operations of AV support and services across Tufts four campuses. This role is responsible for setting and sustaining the highest standards of customer service and maintaining operational safety and efficiency. S/he leads the hiring, training, supervision and evaluation of AV technicians that provide technical expertise and support for university events as well as installing, maintaining and repairing University AV systems. S/he is also responsible for AV support for Board of Trustees, Commencement Ceremonies, building dedications and other high-profile and VIP events. This position is not eligible for remote work.

Basic Requirements:

• Skills and knowledge typically acquired through a Bachelor's degree.
• 5+ years of relevant supervisory experience managing AV teams in higher education or equivalent experience.
• Expertise with operations, maintance and support of AV systems in fixed installations in academic and administrative environments.
• Demonstrated ability to perform well and demonstrate sound judgment under stress when confronted with emergency, critical or unusual customer situations.
• Experience with AV event planning, coordination, set, strike, and live event support (including audio, projection, conferencing, video recording, and streaming).
• Avixa CTS certification or ability to obtain CTS within three month probationary period.
• Substantial knowledge of networking fundamentals.
• Experience managing application configurations and reboot/restore services on PC and Macs and software.
• Exceptional interpersonal and written communications skills.
• Demonstrated time management skills including the ability to multi-task, organize workflow, prioritize tasks and manage a changing workload individually and across a team.
• Strong technical troubleshooting and resolution skills.
• Strong research and analytical skills for more complex issues/problems.

Preferred Qualifications:

• Understanding of the higher ed work culture.
• Extensive experience personally delivering AV services in a variety of settings.

Special Work Schedule Requirements:

• Ability to periodically work evenings and weekends to ensure support coverage or to assist with incident response and project implementations.
• Ability to participate in periodic 24x7 on call rotation for major incident response activities and escalations.
• Ability to travel between buildings on campus and between Boston, Medford, and Grafton campuses on a regular basis.
• This position is not eligible for remote work.

An employee in this position must complete all appropriate background checks at the time of hire, promotion, or transfer.

Equal Opportunity Employer - minority/females/veterans/disability/sexual orientation/gender identity.