Job description
The Center for Information Technology (CIT) at Oberlin College seeks innovative, customer-focused applicants for the position of Manager of Audio Visual Services. This is a full-time, 12-month recurring Administrative and Professional (A&PS) staff position reporting to the Director of Technology Operations. Oberlin College is a highly selective liberal arts college of 2800 students. Oberlin and CIT recognize the powerful effect technology can have on the academic and administrative missions.
Responsibilities
The Manager of Audio-Visual Services is a service-oriented individual overseeing the operation, development, and effectiveness of the College’s audio-visual, classroom, and video conferencing technologies. They seek to ensure a routinely excellent and consistent customer experience in support of Oberlin’s academic and administrative priorities.
In their capacity as the Manager of Audio-Visual Services, this individual leads a team of education media, equipment, and administrative technicians. This team is collectively responsible for day-to-day technical support, the resolution of customer issues, and the fulfillment of service requests. The Manager of Audio-Visual Services acts as a customer advocate, working to balance operational requirements with routinely excellent customer experience, using both qualitative and quantitative measures to understand and proactively improve service levels.
In their capacity as the Manager of Audio-Visual Services, this individual leads a team of education media, equipment, and administrative technicians. This team is collectively responsible for day-to-day technical support, the resolution of customer issues, and the fulfillment of service requests. The Manager of Audio-Visual Services acts as a customer advocate, working to balance operational requirements with routinely excellent customer experience, using both qualitative and quantitative measures to understand and proactively improve service levels.
Essential Job Functions
- Exercise responsibility for overarching design, deployment, and maintenance of the College’s audio-visual, classroom, meeting space, and video conferencing technologies.
- Oversee and coordinate the audio-visual equipment checkout program in support of various academic programs.
- Ensure the timely and thorough resolution of urgent and/or complex support issues.
- Ensure consistent and adequate coverage for all support functions during all available hours of service.
- Provide collaborative leadership in establishing technical standards related to audio-visual services and classroom technology.
- Develop, track, and report on Key Performance Indicators (KPI’s) for audio-visual services, regularly assessing and providing insight on trends, anomalies and opportunities for service improvement.
- Provide leadership in coordinating and communicating about planned maintenance of Audio-Visual services.
- Develop and ensure that relevant audio-visual support resources, guides, and documentation for audio-visual services are continually kept up to date.
- Provide regular and appropriately detailed status updates to the Director of Technology Operations and others as appropriate.
- Regularly assess service requests, identifying root causes for common requests and working collaboratively to eliminate those root causes.
- Ensure an ongoing organizational focus on ensuring a high-quality user experience that facilitates teaching and learning.
- In collaboration with the Manager of Digital Infrastructure and the Manager of Customer Service and Success, ensure that audio-visual projects are smoothly moved into production with all relevant support considerations addressed.
Marginal Job Functions
Required Qualifications
- At least 3 years of experience providing audio-visual support in diverse technical environments, preferably within higher education.
- Significant audio-visual experience in digital control systems and IP-based technologies. Experience in higher education is preferred.
- Experience with Extron and QSC Q-SYS technologies is strongly preferred.
- Experience supporting common video conferencing technologies such as Zoom, or Microsoft Teams.
- Understanding of fundamental IP networking concepts.
- Highly developed interpersonal and customer service skills, and the ability to promote and develop those skills in others.
- Demonstrated ability to think and act strategically.
- An ability to thrive and succeed in an environment characterized by ambiguity and rapid change.
Desired Qualifications
- A Bachelor’s Degree (or an equivalent combination of education and experience)
- Experience managing staff in a service-oriented environment.
- Experience in a higher education environment.
- Experience working with and coordinating third-party vendors and installers.
Compensation
Within the range established for this Administrative and Professional Staff position, salary will be commensurate with experience and qualifications.
This position would have the opportunity to work a hybrid work schedule.
This position would have the opportunity to work a hybrid work schedule.
Oberlin College offers a competitive salary which includes an excellent benefits package including medical, dental, vision, life, disability, 22 vacation days, 403b contributions and tuition remission.
Special Instructions to Applicants
Interested persons must submit a cover letter with résumé online at
Review of applications will begin immediately, and continue until the position is filled.
Review of applications will begin immediately, and continue until the position is filled.
Documents Needed to Apply
Required Documents
Optional Documents
- Cover Letter
- Resume
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