FSM Learning Space Manager

$80,297 - $112,917/Yr

Northwestern University - Chicago, IL

Full-time - Mid Level

Chicago, IL

Educational Services

About the position

Provide supervision and leadership for a team of technology support specialists that deliver a portfolio of audio-visual services. Act independently, working under the general direction of the Director, Education Technologies. Collaborate with faculty, students and staff to optimize audio-visual support needs. Provide 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 FSM IT and serve as the primary AV systems support lead, which includes managing day-to-day support activities. Provide input into audiovisual system design, while promoting standard solutions that scale.

Responsibilities

• 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 FSMIT leadership team and key stakeholders in NUIT to refine the service portfolio.
• 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.
• 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.
• 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.
• 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 Evanston campus.
• Develop staff and student workers 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.
• 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.
• Conduct effective performance evaluations and regularly mentor and counsel those with less experience.
• Manage operational support projects ensuring timelines and deliverables are met.

Requirements

• 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.
• Mac OS X Operating System
• Microsoft Office (Word, Excel, PowerPoint, Access, Outlook)
• MS Windows Operating System
• XSEDE
• Audiovisual technologies
• Video conferencing technologies
• FERPA
• HIPAA
• Decision Making
• Read & interpret technical drawings
• Troubleshooting
• Collaboration and teamwork
• Facilitate collaboration
• Organizational skills
• Planning

Nice-to-haves

• 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, Blue jeans, Webex, Adobe Connect, Go to Meeting)
• 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

Benefits

• Meaningful, competitive, high-quality health care plans
• Retirement benefits
• Tuition discounts
• Flexible work arrangements
• Programs to help locate and pay for quality, affordable childcare and senior/adult care
• Career development tools and resources