Manager, Multimedia & Executive Technical Support

Nevada System of Higher Education•Arlington Heights, IL

1d•$52 - $81

About The Position

The Manager, Multimedia and Executive Technical Support, provides leadership and advanced technical expertise for the design, implementation, and support of multimedia, audiovisual (AV), and unified communications (UC) systems across the enterprise. This role oversees the operation and maintenance of video conferencing solutions, digital collaboration tools, and multimedia environments that support both clinical and business workflows. The Manager partners closely with Network, Infrastructure, Clinical Informatics, Facilities, and Project Management teams to ensure seamless audio, video, and content delivery across multiple platforms and locations. The incumbent maintains a high standard of professionalism and acts as a trusted partner to stakeholders, providing reliable consultation on multimedia strategy, system design, and ongoing improvements. The incumbent also provides leadership and oversight of a white glove IT support framework, ensuring top-tier, highly responsive, and proactive technology support for senior executives and other high visibility stakeholders. This role is a working manager style role, so the incumbent will be expected to provide both multimedia and white glove support on a limited basis. The successful candidate will possess a blend of technical acumen, strategic planning, and team leadership to ensure multimedia systems align with organizational goals and deliver a consistent, high quality end-user experience. Just as importantly, the candidate will ensure the senior executives and other high visibility stakeholders receive the highest level of support.

Requirements

Bachelors degree (in science, technology, engineering, mathematics, or related fields) or equivalent work experience.
Five (5) or more years of experience in a customer service support role with a Bachelor’s degree.
Eight (8) or more years of experience in a customer service support role without a Bachelor’s degree.
Excellent verbal and written skills essential for providing positive customer service and good communication.
Solid understanding of information processing fundamentals and best practices.
Strong understanding of audiovisual integration, streaming media, and unified communications technologies.
Ability to read, write, and comprehend detailed instructions, short correspondence, and memos.
Personal and ethical accountability
Demonstrates ability to plan, budget, and execute multimedia initiatives across multiple sites.
Focus on people and active engagement in recruitment and retention of staff.

Nice To Haves

Experience working in a complex communication & conferencing environments e.g. Microsoft Teams, Cisco Collaboration, WebEx, Crestron, Poly, etc.
Experience supporting C-Suite or executive leadership in a highly responsive or white glove capacity.
Demonstrated ability to communicate effectively with senior leaders and manage sensitive, urgent, or confidential technical matters.
A lean towards curiosity, out of the box thinking, and innovative solution development.

Responsibilities

Manages the multimedia operations team responsible for AV systems, unified communications platforms (Cisco Webex, Microsoft Teams, Zoom), conference room technologies, and digital signage.
Develops and maintains standards, procedures, and best practices for multimedia support and integration.
Plans, designs, and implements multimedia solutions for new construction, renovations, and technology refreshes.
Collaborates with Facilities, Construction, and IT teams to ensure AV infrastructure meets organizational standards for performance, scalability, and security.
Oversees the diagnosis, resolution, and escalation of complex multimedia issues.
Ensures system uptime, quality assurance, and reliability of all AV and conferencing systems.
Maintains detailed records of system configurations and service activities.
Manages multimedia-related projects from concept through implementation, including vendor selection, procurement, installation, testing, and documentation.
Ensures compliance with budgets, timelines, and service level expectations through strong project management and vendor coordination.
Oversees a specialized team providing high touch and proactive IT support for senior executives and stakeholders.
Ensures repaid response, minimal disruption, and anticipatory support for executive meetings, remote work, and strategic engagements.
Identifies opportunities for improvement and modernization in the multimedia ecosystem.
Evaluates new technologies and leads pilot programs to assess feasibility and impact.
Mentors staff members, promotes knowledge sharing, and develops career growth plans.
Provides leadership during system upgrades, technology rollouts, and enterprise initiatives.
Other duties as assigned.