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MIT Lincoln Laboratory AV Manager in Lexington, Massachusetts

Job Description

The AV Manager will oversee the design, installation, and support of all AV services at Lincoln Laboratory main campus and satellite locations. The position will be responsible for the standards, best practices, capacity planning, and management AV solutions and a dedicated AV support team all part of Client Service within the Information Service Department. The AV Manager will have in-depth knowledge of a number of AV technologies while keeping well-informed of multiple vendors, emerging technologies, industry best practices and driving enterprise AV standards and an exceptional user experience across the organization.

Working closely with ISD research, and administrative departments, the AV Manager will develop forward-thinking AV strategies that meet the diverse needs of the Laboratory community in both unclassified and classified collaboration and event spaces. The role will be responsible for overseeing projects, design, and delivery of effective and easy-to-use AV solutions, that facilitate content sharing, hybrid collaboration, and provide the recording functionality. The AV Manager will partner stakeholders to influence strategic direction, ensure interoperability, solidifying AV service offerings, and meeting security requirements. Additionally, the successful candidate will be expected to manage business relationships with a number of different AV vendors, consultants, and integration providers.

The position will also act as a mentor and an escalation point to the Unionized AV support team, providing guidance and support in troubleshooting of AV issues, and will lead interaction with vendor support teams and internal stakeholder groups. The AV Manager will partner closely with other Infrastructure group leaders to help set overall direction, interoperability, and vision for AV roadmap and focus on continual service improvement. Working closely with various groups both within the IT organization and with the wider community, the AV Manager must demonstrate the ability to explain technical solutions to non-technical stakeholders.

Typical Core Duties

  • Responsible for effective staff management, including hiring and orientation, training and development, workflow and performance management, and the promotion of an inclusive and innovative work environment

  • Collaborate with others, both internal and external to the team, to resolve service interruptions, incidents, problems, change management, request fulfillment, and other areas of service design, transition, operations, and improvement.

  • Participate fully in the build, configuration and documentation of infrastructure

  • Execute technical direction ensuring stability, reliability and integration

  • Lead research and design of robust and secure solutions

  • Participate in long term strategic planning

  • Establish and maintain internal/external stakeholder relationships

  • Contribute to establishing guidelines and standards

  • Abide by and follow the MIT Lincoln Labs IT technical standards, policies and Code of Conduct

Customer Service and Skills

  • In-depth technical knowledge of complex audio systems, diverse multimedia technologies, video conferencing (e.g., Zoom and Teams), and computer-based systems

  • Proven AV design and integration skills

  • Extensive experience with Crestron and Extron; Evertz or other secure AVoIP systems is a plus

  • Extensive knowledge of matrix switchers, control systems, audio and video signal flow, amplifiers, microphones, collaboration tools, and related AV components

  • Demonstrated experience with developing and project management of AV and collaboration plans for complex organizations

  • Experience evaluating new technologies, from initial vendor selection through project execution and completion

  • Good knowledge of applicable data privacy practices and compliance

  • Ability to translate organizational goals and objectives into functional requirements

  • Exceptional analytical, conceptual, and problem-solving abilities

  • Experience with managing complex, mission-critical infrastructure

  • Manage multiple assigned tasks and projects with minimal supervision

Customer Service and Skills (continued)

  • Must have a strong customer service orientation. Must show characteristics of sound judgment based on information available to support good decision making

  • Proven project planning and management experience

  • Excellent time management, organization, and planning skills

  • Strong business/systems analysis skills, proven meeting facilitation, and documentation skills

  • Excellent oral and written communication skills, with the ability to share information effectively and confidently to internal and external audiences of varying levels of technical knowledge

  • Help develop, implement and continually refine and improve incident and problem management procedures and documentation to align Service Delivery operations with ITIL best practices and addressing triage/analysis, response, resolution, escalation and communication

  • Partner with the ServiceNow Tools, Development, and Governance boards to enable process automation, optimization, and adoption of future releases

Organization Effectiveness/People

  • Prepare and deliver quality executive presentations.

  • Negotiate, facilitate, and build consensus.

  • Provide leadership, operational management, direction, and ongoing feedback for support team

  • Demonstrates the desire to continue AV, ITSM and ServiceNow education efforts through attending conferences, seminars, training classes, networking, etc.

  • Supports team by initiating additional training and implementing programs to meet company objectives, as applicable

  • Ability to successfully develop and implement efficiently, actionable roadmaps

  • Excellent interpersonal skills, including the ability to build and cultivate strong relationships and work effectively with diverse groups

  • Demonstrated “can do” work ethic coupled with effective time management and ability to overcome ambiguous or under-defined problems, simplify and clarify objectives, and lead team to successful outcomes

Basic Qualifications

  • Bachelor’s degree in a related field

  • 5-7 years enterprise AV and collaboration experience

  • InfoComm CTS certification

  • ITIL Foundations certification a plus

  • Management experience

  • Minimum 2 years of experience with ITSM tool such as ServiceNow

  • Able to obtain and maintain and Top-Secret Security Clearance

For Benefits Information, click http://hrweb.mit.edu/benefits

Selected candidate will be subject to a pre-employment background investigation and must be able to obtain and maintain a Secret level DoD security clearance.

To safeguard our health and well-being, MIT Lincoln Laboratory requires COVID-19 vaccination for all employees. Individuals may request exemption from the vaccine requirement for medical or religious reason.

MIT Lincoln Laboratory is an Equal Employment Opportunity (EEO) employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, or genetic information; U.S. citizenship is required.

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