at Northwestern University in Evanston, Illinois, United States
Job Description
Job Opening Id: 53792
Department: MED-Central IT
Salary/Grade: ITS/79
Job Summary:
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.
Specific Responsibilities:
Strategic Planning
- 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, including the development of service level and support agreements.
Administration
- 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 that includes making recommendations on equipment replacement and upgra
