Manager of Classroom Technology & AV Operations

Job Summary:

Responsibilities:

• Manage and support all classrooms, meeting rooms, multi-purpose rooms, and instructional media technologies, ensuring reliability, consistency, and excellent end-user experiences.
• Oversee daily AV and classroom technology operations, including incident response, service requests, preventive maintenance, and equipment lifecycle management.
• Ensure timely resolution of urgent and complex support issues, escalating strategically significant issues to the Director as appropriate.
• Coordinate and manage the AV equipment checkout program, Media and Integrated Arts equipment check-out, and shared instructional technology resources.

• Lead and supervise a team of OCOPE (union) employees specializing in educational media, equipment, and administrative duties.
• Foster a culture of professionalism, collaboration, accountability, and continuous improvement.
• Provide regular coaching, feedback, and mentoring to staff, supporting both technical skill development and interpersonal growth.
• Plan and deliver regular training for AV staff focused on technology, customer service, safety, and IT service management practices.

• Create and sustain a culture of customer service excellence in partnership with the Service Desk and CIT teams.
• Actively engage with faculty, staff, and students to understand instructional and operational needs and translate them into effective AV solutions.
• Serve as a primary operational point of contact for classroom and AV services, while escalating institutional sensitive issues to leadership.

• Define, document, and communicate AV and classroom technology processes to ensure consistency, transparency, and alignment with ITILv4 and Change Management best practices.
• Contribute to the development and maintenance of a comprehensive Knowledge Base to support self-service and first-tier resolution.
• Manage AV-related service catalog entries, ensuring clarity of offerings, expectations, and request pathways.
• Establish and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for AV services, reporting trends and opportunities for improvement.

• Implement and maintain AV and classroom technology standards defined in partnership with Academic Technology leadership.
• Design, deploy, and maintain audiovisual systems in classrooms, meeting spaces, and event venues.
• Collaborate with other CIT teams (Networking, Client Services, Information Security) to ensure AV systems integrate effectively with the broader technology ecosystem.
• Support technology pilots and emerging solutions (e.g., wireless presentation, AV-over-IP) under the guidance of Academic Technology leadership.

• Coordinate AV components of classroom upgrades, renovations, and small-to-medium projects.
• Participate in planning discussions with Facilities, Construction, Event Services, and academic departments, escalating strategic design decisions to the Director.
• Track project progress, risks, and dependencies related to AV operations and classroom technology.
• Support for other duties as assigned by the Director of Academic Technology.

Required qualifications:

• Minimum of three years of experience in audiovisual or media technology operations and team management, including digital control systems and IP-based technologies, or an equivalent combination of education and experience.
• Strong understanding of AV system design, control system programming, DSP, QA/QC, and classroom technology environments.
• Working knowledge of IP networking concepts.
• Demonstrated ability to manage multiple priorities in a fast-paced, service-oriented environment.
• Strong interpersonal, communication, and customer service skills, with the ability to communicate technical concepts to non-technical stakeholders.
• Experience with IT service management tools and familiarity with ITIL/ITSM principles.
• Demonstrated leadership skills with experience coaching and developing staff.

• Professional judgment and emotional intelligence in high pressure situations.
• Ability to balance advocacy for staff with institutional responsibility.
• Clear communication and conflict management skills.
• Operational rigor paired with adaptability.
• Commitment to equity, inclusion, and respectful workplace culture.

Compensation:

Quick link to posting: 17189