Manager, Mountain Audio-Visual

Pepperdine University•Malibu, CA

19d•$76,000 - $80,000•Onsite

About The Position

Working with IT Client Services leadership, the Manager of Mountain AV oversees the technology operations of the Mountain AV team, provides support, manages student employees, and other AV technology solutions that support the mission of Pepperdine University.

Requirements

Bachelor's degree in related technical/business areas or equivalent work experience.
Five (5) or more years of experience supporting a variety of high-profile live events.
One (1) or more years leading strategic initiatives and supervision.
Experience and willingness to work flexible hours including nights and weekends.
Must hold a valid driver's license (or have the ability to obtain one within three months of employment), and be insurable under the University's standard auto insurance requirements.
Excellent working knowledge of standard audiovisual hardware and software products.
Excellent working knowledge of arena-specific audiovisual hardware and software products.
Excellent working knowledge of problem solving/troubleshooting skills.
Excellent working knowledge of computers and applications in a networked environment.
Excellent written and verbal communication skills.
Familiarity with Extron-manufactured products and associated troubleshooting and maintenance.

Nice To Haves

Master's degree in related technical/business areas or equivalent work experience.
Seven (7) or more years of relevant technical, business, or academic IT experience.
Two (2) or more years leading a team.
Experience leading staff located at multiple worksites or campuses preferred.
CTS certification.
Excellent technical skills in Information Technology.
Excellent organizational and interpersonal skills needed to work effectively with a wide variety of internal and external resources.
Excellent decision-making skills and ability to work under pressure.
Experience in following emerging trends in technology.
Expertise in the use of major project management and collaboration software, including MS Project, Asana, MS Office, email, calendaring, and emerging collaboration tools (wikis, Google Apps, web conferencing, etc.).

Responsibilities

Provides strong leadership to the Mountain AV Events area of IT Client Services.
Drives departmental goals and objectives, reviews the goals and objectives of the area, and supports the department manager to align teams and projects with the strategic goals of IT Client Services and the University.
Executes a cohesive and synchronized AV Event support infrastructure.
Provides feedback to supervisor(s) to monitor and develop staff.
Empowers staff to take ownership of duties, projects, and problems.
Works collaboratively in flexible teams with strong camaraderie.
Provides excellent, compassionate customer service.
Gathers and analyzes metrics for team and area success.
Works with high integrity to maintain the trust of the University community.
Manages time, information, and resources responsibly for excellent stewardship and productivity.
Helps promote a culture of data-driven decision-making where staff regularly logs trouble tickets or individual work output, and management regularly reviews this data and other sources for continual service improvement.
Champions a "Three Things" approach for all employees to either be: 1. Conducting work duties. 2. Contributing to a special team, area, or IT projects. 3. Improving knowledge and skills through professional development.
Holds teams, individuals, and IT partner vendors accountable for following procedures/practices and representing the University well through word and deed.
Provides high-quality services at optimal cost to colleagues.
Manages associated expenses within the scope of the departmental budget.
Reviews, approves, and/or submits regular, timely, and complete paperwork and processes, such as bi-weekly or monthly timesheets, and other routine IT and University practices for self and staff.
Keeps personal, team, and shared workspaces clean and organized.
Represents Pepperdine and IT in a professional manner when collaborating with internal and external stakeholders.
Coordinates day-to-day operations logistics with direct reports.
Develops and maintains strong partnerships with campus personnel and departments, as well as with external vendors and service providers, to assure current and future operational success.
Builds relationships with individual clients, including faculty, staff, students, and executives.
Identifies client service improvements and shares success stories with clients and team members.
Responsible for providing high-quality support on arena technology hardware, software products, and audio-visual equipment.
Configures and operates audio-visual, broadcasting, and live event-related equipment.
Troubleshoots problems using scripts and checklists as guides, escalating issues when necessary.
Works with basic infrastructure products.
Researches trouble issues with guidance from others.
Documents problem statuses and resolutions in the tracking log.
Alerts team members about recurring problems.
Provides on-the-spot training to clients.
Participates in integration testing.
Supports events that may occur during normal business hours, after hours, and/or weekends.
Documents solutions to common problems and responses to frequently asked questions.
Aware of service level agreement targets, takes steps to meet or exceed requirements and explains service procedures to clients.
Provides input during project planning and requirements phases.
Helps maintain team operations handbook, training manuals, and guides.
Consistently and reliably creates service tickets for each service provided.
Monitors and tracks assigned tickets.
Documents resolutions and troubleshooting notes.
Provides and documents timely and detailed communication with stakeholders.
Identifies process improvements based on review of support tickets, feedback from peers and constituents, and reflection of completed tasks and duties.
Works with supervisor to investigate the feasibility and implementation of process, procedure, service, and/or system improvements.
Provides backup support and assistance to other team members.
Collaborates with co-workers and University colleagues on departmental, division-wide, and institutional projects.
Shares process information and makes informal recommendations on how to improve processes and overall job execution within the team/department.
Attends training sessions, vendor presentations, user group meetings, conferences, and seminars.
Engages regularly in individual professional development related activities to remain current with industry technology trends and work processes.
Volunteers to undertake tasks that stretch the employee's capabilities.
Serves on various committees within the Information Technology division.
Participates in external University committees.
Performs other related duties as assigned.
Understands and supports the Christian mission of the University.
Upholds the University mission through team, location, atmosphere, and work performed.