The Audio-Visual Technology Lead is responsible for audiovisual support services for the campus through oversight and management of all aspects of audiovisual services on the UC Merced campus. This position supports strategic goals and objectives for the campus through management of daily operations, analysis of campus needs, coordination with campus partners, vendor relations, general process improvement and problem solving. Reporting to the Service Delivery Manager, the AV Tech Lead serves as the highest escalation tier of audiovisual troubleshooting, incident management, and customer service for campus classrooms, conference rooms, and event spaces supported by the Office of Information Technology. The AV Tech Lead manages, coaches, trains, and develops a small team of AV technicians and indirectly oversees a large team of student staff dedicated to campus AV technology support. The ideal candidate for this position is a team player who wants to grow as a professional, supervisor, and leader. Learn and stretch as you develop your team, establish and maintain team processes and procedures, get creative to troubleshoot and solve interesting problems, and build a track record of excellent service and support for the UC Merced campus!
Key Responsibilities:
Oversees the audiovisual support team, including setting goals, performance management, scheduling, professional development, and job assignments.
Manages all services related to daily operational support of audiovisual equipment. Responsible for ticket management, customer service, triage, and escalation. Uses metrics to improve services.
Develops training, internal processes, inventory management, supply monitoring, and public documentation.
Serves as the highest escalation tier for audiovisual incidents.
Manages vendor relations for operations, including services, RMAs/warranties, and supply orders.
Intermediate knowledge of audiovisual systems, including architecture, signal flow, control systems, integration, and all related hardware.
Management skills to oversee technical professional and student staff.
Ability to work in a highly collaborative manner with people from diverse backgrounds.
Interpersonal and communication skills to work with both technical and non-technical personnel at various levels in the organization.
Experience with customer service management in a technical environment, including ticket management, providing support in multiple modalities, incident escalation, triage, and problem management.
Skilled in use of audiovisual configuration and monitoring software for Crestron, AMX, Biamp, Poly, and Zoom systems.
5+ years of experience working with AMX and Crestron control systems. (preferred)
Experience working in higher education environment. (preferred)
The University of California, Merced, is the newest of the University of California system's 10 campuses and the first American research university built in the 21st century. With more than 9,000 undergraduate and graduate students, UC Merced offers an environment that combines a commitment to diversity, inclusion, collaboration and professional development. With bachelor's, master's and doctoral degree programs, strong research and academic partnerships, and community involvement, the UC Merced campus is continually evolving and requires talented, knowledgeable and dynamic educators, researchers, management and staff.
Ranked among the best public universities in the nation by U.S. News and World Report, UC Merced is uniquely equipped to provide educational opportunities for highly qualified students from the San Joaquin Valley and throughout California. The campus enjoys a special connection with nearby Yosemite National Park, is on the cutting edge of sustainability in construction and design and supports the economic development of Merced and the region.
The Merced 2020 Project, a $1.3 billion public-private partnership unprecedented in higher education and completed in 20...20, nearly doubled the physical capacity of the campus, enhancing academic distinction, student success and research excellence. UC Merced also operates the Downtown Campus Center, a $33 million, three-story administrative building located in the heart of Merced.
The university’s mission of educational excellence and rigorous inquiry is powered by three schools and numerous research institutes and centers that seek scientific and social solutions for the Valley, California and the world. In partnership with UC San Francisco, UC Merced is preparing the way for a rigorous medical education program.
The course of UC Merced’s evolution is piloted by a long-range strategic plan. Enacted in 2021, the 10-year blueprint is guiding how the values of equity and justice influence our pathway to earning Carnegie R1 research status, growing enrollment, upholding our identity as a minority-serving institution, and operationalizing how commitments to equity, diversity and inclusion are enacted in each campus unit.