Audio Video Technologies Operations Manager

🔍 Business Affairs: University IT (UIT), Redwood City, California, United States

📁: Information Technology Services

📅   : 3 hours ago Post Date

📅   : 105276 Requisition #

The Audio Video Technologies Operations Manager reports into the Stanford University IT Infrastructure AV Technologies team. This individual is responsible for supporting audio visual equipment in a vast range of venues e.g., huddle spaces, conference rooms, classrooms, multi-purpose event locations and auditoriums for the University and partner institutions. The ideal candidate should perform well under pressure, is committed to providing exceptional customer service, and aspire to be part of a high performing team.

This is a hybrid-eligible position.

Management Responsibilities:

Develop service level agreements and supporting processes and monitor performance to ensure client expectations are met
Build and lead a team of technicians to provide Tier 2 technical support
Provide training, mentoring and leadership for the AVT Technicians
Create and submit weekly status reports to the Director of AV Technologies
Conduct annual and as-needed employee performance reviews.
Ensure direct reports comply with safety policies, procedures, and best practices
Facilitate AVT Operations meetings with Tier 1 and Tier 3 support teams
Develop maintenance objectives and a documented plan that includes preventive and predictive procedures that ensure system availability commitments
Monitor, triage and dispatch AVT Operations incidents and requests in ServiceNow
Manage third-party vendor relationships and agreements
Create and submit monthly billing process for SLA and T&M services
Provide input for and manage AVT Operations budget
Remain abreast of technology trends to ensure AVT Operations is prepared to support changes in client requirements

Core Responsibilities:

Transport, set up, install, configure, operate, maintain, troubleshoot and repair/replace audio visual equipment and support tools
Respond to and address questions and requests for assistance from the UIT Service Desk and departmental Room Support Teams
Resolve issues per defined service level agreements utilizing remote remediation tools, and/or execution of on-site fixes
Assist production coordinators e.g., resolve equipment malfunctions, provide training on use of equipment and collaboration tools
Triage and dispatch issues to partner support teams and/or third-party vendors when applicable
Perform routine tests on audio visual equipment, troubleshoot and resolve problems before they arise to ensure seamless operation of events.
Perform preventative maintenance of conference rooms
Support both traditional AV and AV-over-IP-based systems
Ensure a positive and consistent customer service experience
Develop good relationships with clients and stakeholders
Perform inventory management for AVT Operations equipment, accessories, and tools

Minimum Requirements:

Education & Experience:
- Bachelor's degree and five years of relevant experience or combination of education and relevant experience
Knowledge, Skills, and Abilities:
- 5+ years’ experience in audio visual services.
- Excellent computer and troubleshooting skills.
- Strong interpersonal, organizational, written, and oral communication skills.
- Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions (including in emergency situations)
- Ability to present ideas in a user-friendly language.
- Effectively work independently as part of a distributed team
- Highly self-motivated and directed.
- Proven analytical and problem-solving abilities.
- Strong customer service orientation
- Experience working in a high-performance team, and highly collaborative environment
- Experience provisioning and supporting:
  - Extron Control and NAV products
  - Cisco codecs through CUCM and/or WebEx Control Hug
  - Network Audio or Dante Audio Systems
  - Shure MXA or Microflex products
- Physically capable of transporting and setting up heavy equipment

Desired Qualifications:

8 years of relevant experience preferred
Familiarity with networking concepts
CTS-I Certification
Dante Level 3 Certification
Extron Network Specialist Certification
Extron Control Specialist Certification

Physical Requirements:

Constantly perform desk-based computer tasks.
Frequently sit, grasp lightly/fine manipulation.
Occasionally stand/walk, use a telephone.
Rarely writing by hand, lift/carry/push/pull objects that weigh up to 10 pounds.

Certifications and Licenses:

CA Driver's License-Valid and in State Required

The expected pay range for this position is $168,628 – 185,000 per annum.

Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.

At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website (https://cardinalatwork.stanford.edu/benefits-rewards) provides detailed information on Stanford’s extensive range of benefits and rewards offered to employees. Specifics about the rewards package for this position may be discussed during the hiring process.

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

Consistent with its obligations under the law, the University will provide reasonable accommodations to applicants and employees with disabilities. Applicants requiring a reasonable accommodation for any part of the application or hiring process should contact Stanford University Human Resources by submitting a contact form.

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

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