AVT Operations Supervisor

Business Affairs: University IT (UIT), Stanford, California, United States

Information Technology Services

Post Date May 13, 2024

Requisition # 103232

The Audio-Visual OPS Supervisor 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.

Supervisor Responsibilities

• Build and lead a team of technicians to develop and support ongoing AV technical support agreements.

• Provide training, mentoring and leadership to AV Technicians.

• Ensure direct reports comply with safety policies, procedures, and best practices.

• Identify the maintenance objectives and maintain a documented plan that includes preventive, predictive, and reactive maintenance procedures.

• Conduct annual employment performance reviews.

• Create and submit monthly billing process for SLA and T&M services.

• Manage Ops SNOW Tickets and escalation process.

• Submit weekly technical and manpower reports to Director of AVT.

Core Responsibilities

• Transport, setup, install, configure, operate, maintain, troubleshoot audio visual equipment and support tools.

• Respond to and address questions and requests for assistance from the UIT Service Desk, and Room Support Teams.

• Resolve issues per defined service level agreements utilizing remote remediation tools, and/or execution of on-premises fixes.

• Triage and dispatch issues to partner support teams and/or third-party vendors when applicable.

• Run 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 conference room systems.

• Provide user support for all collaboration platforms e.g., Zoom, WebEx.

• Ensure a consistent customer service experience.

• Develop good relationships with clients and provide assistance to production coordinators e.g., resolve equipment malfunctions, provide training on use of equipment and collaboration tools to ensure flawless events.

• Perform inventory management on equipment, accessories, and tools.

Minimum Requirements:

Education & Experience:

Bachelor's degree and ten years of relevant experience or combination of education and relevant experience.

Knowledge, Skills, and Abilities:

• 3-5 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: o Extron Control and NAV products o Cisco codecs through CUCM and/or WebEx Control Hub o Network Audio or Dante Audio systems o Shure MXA or Microflex products o Physically capable of transporting and setting up heavy equipment.

Desired Qualifications

• Familiarity with networking concepts

• CTS-I Certification

• Dante Level 3 Certification

• Extron Network Specialist Certification

• Extron Control Specialist Certification

The expected pay range for this position is $124,000 – 145,000 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.

Why Stanford is for You

Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:

• Freedom to grow . We offer career development programs, tuition reimbursement, or course auditing. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.

• A caring culture . We provide superb retirement plans, generous time-off, and family care resources.

• A healthier you . Climb our rock wall or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.

• Discovery and fun . Stroll through historic sculptures, trails, and museums.

• Enviable resource s. Enjoy free commuter programs, ridesharing incentives, discounts and more

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 atstanfordelr@stanford.edu. For all other inquiries, please submit acontact 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.

Additional Information

• Schedule: Full-time

• Job Code: 4803

• Employee Status: Regular

• Grade: K

• Requisition ID: 103232

• Work Arrangement : On Site