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Harvard University Manager, Audiovisual Operation in Cambridge, Massachusetts

53217BRAuto req ID:53217BRJob Code:383557 Technical/User Support Location:USA - MA - Boston Business Title:Manager, Audiovisual Operations, Media ServicesSub-Unit:------------ Salary Grade (https://hr.harvard.edu/salary-ranges#ranges) :057Time Status:Full-time Union:00 - Non Union, Exempt or Temporary Basic Qualifications:

  • At least 3 years of relevant management experience required

  • Ability to perform physical tasks including climbing ladders and stairs; must be able to individually lift and move equipment up to 50 lbs., and up to 100 lbs. with others

  • Work outside of regularly scheduled hours, including weekends, will occasionally be required

  • Must be accessible by personal cell phone during business hours, and occasionally off-hours; phone stipend will be provided

  • This is considered an “On-Campus Critical Position”: The employee is required to report to campus to his/her normal work location (or an alternate site if necessary) for nondeferrable work during an emergency closure or curtailment. An employee serving in an on-campus critical position may have to report to work even if the emergency closure occurs during a time that he/she is not regularly scheduled to work

Additional Qualifications and Skills:

  • BA/BS degree preferred

  • Excellent leadership and people management skills; a strong desire to coach and develop others to their fullest potential

  • Demonstrated knowledge of audiovisual industry and Service Desk operations, including best practices and technologies

  • Knowledge of EMS or other room/event scheduling software

  • Excellent interpersonal and written/verbal communication skills Superior maturity, professionalism, and judgment; ability to excel with minimal supervision

  • Ability to successfully manage many simultaneous work items of changing priority; strong ownership, accountability, and attention to detail in all work efforts

  • Extensive experience supporting enterprise-level audiovisual environments in higher education or industry

  • Experience implementing, measuring, reporting, and managing to key operational metrics

  • CTS certification preferred, and will be required within 6 months

  • Strong aptitude to quickly learn and institutionalize business, technical, and process knowledge; interest and ability to assess and improve work processes

  • Can easily present technical concepts to customers in non-technical language

  • Ability to serve as a change agent, and manage teams through periods of rapid change

  • Desire to identify and resolve the root cause of systemic technical or process issues

  • Ability and desire to capture and maintain accurate technical documentation and knowledge management content; experience with Microsoft SharePoint and/or web content management Project management skills

  • Knowledge of IT Infrastructure Library (ITIL) and IT Service Management (ITSM); ITIL Foundations and advanced certifications preferred

  • Experience with conflict management, negotiating, and difficult conversations

  • Advanced Microsoft Excel and PowerPoint skills to support metrics and reporting

Additional Information:This position is approved for a 2-year term (with possibility of renewal/extension) which begins on the person's first day of employment. This 2-year term limit does not apply to current Harvard employees.

During the current period of COVID-19 related restrictions, this position may start as a remote position with a possible transition to onsite at HBS campus in Boston, MA when the office reopens.

While we continue to monitor the evolving COVID-19 guidelines and restrictions, we appreciate your understanding and flexibility with our interview process. Please note that we will be conducting interviews virtually (phone and or Zoom) for selected candidates until further notice.

A cover letter is required to be considered for this opportunity.

Harvard Business School will not offer visa sponsorship for this opportunity.

Culture of Inclusion: The work and well-being of HBS is profoundly strengthened by the diversity of our network and our differences in background, culture, national origin, religion, sexual orientation, and life experiences. Explore more about HBS work culture here. (https://www.hbs.edu/employment/) Department:Information TechnologyPre-Employment Screening:Identity Job Function:Information Technology Job-Specific Responsibilities:

  • Support daily operation of all audiovisual services across campus, including more than 300 audiovisual-enabled rooms across nearly 30 campus buildings

  • Manage central Service Desk providing first and second-level audiovisual support through phone, e-mail, walk-in and in-field channels

  • Provide leadership and development of up to seven direct reports, including both full-time and temporary resources

  • Provide world-class audiovisual services and support at every opportunity, and model it individually; personally manage key customer relationships to ensure exemplary service

  • Collaborate with faculty and staff to recommend and implement solutions that meet identified business needs; proactively explore emerging technologies that might benefit the community

  • Actively participate in IT projects to ensure alignment with both IT and client; ensure all services are accurately documented for the same constituencies

  • Directly manage vendor support agreements and resources, and assist with audiovisual repairs

  • Collaborate with Lead Technicians to manage daily campus operational support schedule, and visits to faculty prior to all classroom sessions to help with audiovisual needs

  • Deliver group and one‐on‐one trainings, and training documentation including web and multimedia content, for all audiovisual services

  • Monitor incoming service channels, and manage team to established metrics and guidelines

  • Actively manage high-volume, fast-paced work queues (self and team) filled with shifting priorities and many simultaneous pieces of work

  • Partner with senior management to implement overall audiovisual strategies and policies

  • Serve as an escalation point for both customers and internal team members; work to resolve service delivery issues on an expedited basis

  • Identify root cause and facilitate the timely resolution of complex, systemic issues

  • Identify and implement continuous improvements to services, processes, and team performance

  • Collect, develop, publish, and maintain key technical documentation and knowledge management content (internal and customer facing); maintain websites

  • Monitor and maintain health and stability of audiovisual environment

  • Assume additional responsibilities as required

School/Unit:Harvard Business School EEO Statement:We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.Certificates and Licenses:CTS certification preferred, but required within 6 months of starting datePhysical Requirements:Ability to perform physical tasks including climbing ladders and stairs; must be able to individually lift and move equipment up to 50 pounds, and up to 100 pounds with the assistance of othersWorking Conditions:

  • Work outside of regularly scheduled hours, including weekends, will occasionally be required for events and emergencies

  • Must be accessible by personal cell phone during business hours, and occasionally off-hours, for events and emergencies; phone stipend will be provided

  • This is considered an “On-Campus Critical Position”: The employee is required to report to campus to his/her normal work location (or an alternate site if necessary) for nondeferrable work during an emergency closure or curtailment. An employee serving in an on-campus critical position may have to report to work even if the emergency closure occurs during a time that he/she is not regularly scheduled to work.

Job Summary:Media Services provides best-in-class support to the Harvard Business School's (HBS) global community by connecting campus learning and convening spaces to the world, and by offering comprehensive and innovative audiovisual solutions to our customers.

The Manager, Audiovisual Operations is a critical, customer-facing role in Media Services. They are responsible for leading a team of Media Technology Specialists, providing clear direction and consistent oversight to support all daily operations. In collaboration with the Associate Director, Audiovisual Engineering & Operations, the Manager offers guidance and support to ensure the Media Services team has what they need to provide excellent customer service to the HBS community. They also ensure that all audiovisual technology is properly supported and maintained in a hybrid ecosystem of over 300 classrooms, conference rooms, and other convening spaces to meet the needs of remote and onsite participants.

The Manager, Audiovisual Operations leads a team of several direct reports and is responsible for managing all aspects of daily support operations including scheduling, work dispatch and prioritization, staff allocation, service escalations, and coordinating with the Audiovisual Events team. In addition, they support their team’s ongoing growth and professional development. S/he communicates support needs to the Operations team, and ensures that all support details have been accurately represented and understood by the supporting staff.

The Media Services team also provides training and consultation to help maximize the impact of audiovisual services for over 2,000 faculty, staff, and doctoral students, 1,800 MBA students and 12,000 executive education participants annually. Incident and Request Management are provided through phone, e-mail, walk-in and in-field channels to users spread across nearly 30 campus buildings. Media Services is a primary “face” of IT to campus users, and the Manager is expected to be a visible, accessible, and active part of the HBS community.

The ideal candidate will have considerable experience managing both people and audiovisual services in high-touch, enterprise-level environments. Knowledge of IT Service Management methodologies and best practices, including experience implementing and managing to key operational metrics, are keys to success. The candidate will have proven ability to deliver world-class customer service in very demanding climates, and to manage many simultaneous work items of changing priority with minimal supervision. They will demonstrate excellent interpersonal and communication skills, and possess superior maturity, professionalism, and judgment.

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