The Associate Director of Audio Visual Technology and Services is a key position within the central IT division and works in partnership with leaders in other University departments and other external partners. Reporting to the Director of A&RT to develop a broad, campus-wide audio visual technology service delivery program that promotes, supports, and aligns with the Northwestern University pedagogical and research goals. This position:
- Assists Director in managing a broad team of AV service professionals
- Assists Director in managing the pedagogical technology design and implementation services group (TED)
- Directs Northwestern’s IT AV smart classroom service and maintenance group (LSTS)
- Collaborates with the Northwestern IT Leadership team and other campus technology and technology leaders to plan, design and deliver effective AV services
- Performs essential management functions, including budgeting, procurement, contract negotiations and talent management activities.
Leadership and Supervision
- Manages the AV design team in serving the University’s learning community with classroom technology for new teaching and contemporary pedagogy building and projects for NU
- Manages the AV room support team in serving the University’s administration for support of new spaces and new technology solutions for public presentation systems, innovation centers, non-traditional teaching environments, and AV needs in third spaces.
- Manages development, implementation, and maintenance of existing lecture capture initiatives with management of contracts, policies, standards, procedures, and best practices.
- Manages the campus in collaborative opportunities to work together, using or adapting new media technologies, end user facing media tools for pedagogical implementation and approaches to proactivity support users of audio visual services in information technology.
- Collaborates across campus with Facilities Management and all 12 schools to plan and deliver effective AV services
- Provides leadership to drive strategy and continuous improvements in AV project management training, quality assurance, and test-automation related operations.
- Manages and designs campus wide project management for videoconferencing technologies, new AV services and other special projects as assigned by the CIO or central administration.
- Defines project scopes, goals and resource requirements that are complete, persuasive, and justified, and presents such analyses via several delivery methods to both technical and nontechnical audiences of the University.
- Has significant and detailed technical contact with vendors, suppliers, and other service providers regarding system evaluations, purchases, system integration and implementation.
- Works in partnership with Northwestern IT Department of A&RT, Administrative System Directors, other Northwestern IT leaders, and technology leaders in schools and departments to coordinate design and deployment of AV service delivery between the central IT units and the distributed IT units(collectively known as the IT@ NU community)
- Works with the University community to determine the capabilities, options, and applicability of existing AV technologies and services within IT, along with possible extensions in support of the University’s mission.
- Collaborates with University colleagues to provide AV services that advance the strategic goals of the University.
- Consults with University schools and departments on appropriate new audio visual services that will further the University’s strategic goals and initiatives, and recommends achievable goals and resource requirements.
- Provide excellent customer service, including proactively offering services to more effectively meet delivery expectations for clients and end users.
- Consistently delivers the highest end user satisfaction
- Effectively measures user satisfaction with audio visual service areas, and works within the IT@NU community to improve services and satisfaction over time,
- Represents the design and deployment AV and media needs at customer meetings, internal IT meetings, and meetings with senior administrators.
- Participates in national groups (e.g., Educause) to share audio visual services, video conferencing technology and media management practice, and to learn best practices from others to influence policy formulation.
- Performs various management functions related to audio visual services, video conferencing technology and media management practice, including budgeting, procurement, contract negotiations, and personnel evaluations and actions.
- Helps develop the A&RT budget, and manages budgets in a fiscally responsible manner.
- Performs other duties as assigned.
- Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree in computer science, MIS, or a related field or equivalent education and experience is required.
- Seven years’ experience in IT support with a track record of high performance and increasing responsibility.
- Five years managing technical staff with direct responsibility for a reasonably sized team supporting information technology.
- Demonstrated experience in ITIL key process areas.
- Excellent staff management skills, including: Experience in selection and hiring of customer-focused staff members; Clear programs of staff development through training and mentoring; Clear expression of expectations, goals, and timelines, with appropriate delegation, monitoring of progress
- Excellent written and verbal communication skills, including public speaking and the ability to clearly present technology solutions and services to non-technical staff and administrators.
- ITIL V3 Certification.
- Infrastructure (extends across applications): Microsoft Exchange, Microsoft Office (Word, Excel, Powerpoint, Access, Outlook), Microsoft SharePoint
- Ability to establish and maintain respectful and effective relationships with management, co-workers and customers.
- Ability to work effectively with a range of responsible parties throughout the University, either as a project leader or as a team member, to advance projects to timely and successful completion.
- Demonstrated ability to analyze problems from multiple points of view, to lead consensus building within groups with differing views, and to translate consensus into planned action.
- Demonstrated familiarity with desktop computing, ticketing system environments and enhanced ACD solutions.
- Ability to act on own initiative to further organizational and University goals.
- Master’s degree in Computer Science or a related field.
- Past experience in university or highly-decentralized corporate environment with career emphasis on planning and delivering end user support services.
- HDI or PMP certification.
- Experience working with BMC Footprints Service Management tool.
- Seven or more years of experience working with AV systems
- Demonstrated ability to work through complex problems, both technical and business, to address a challenge and reach a solution
- Demonstrated ability to collaborate with University’s departments and constituents, its partners and peers, as well as outside industry to accomplish the organization’s mission
As per Northwestern University policy, this position requires a criminal background check. Successful applicants will need to submit to a criminal background check prior to employment.
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.