Manager of IT Support & Audio-Visual Systems

Clarkson University•Potsdam, NY

36d•$70,000 - $72,672

About The Position

The Manager of IT Support and Audio-Visual Systems ensures that all members of the Clarkson community receive effective, efficient and friendly technical support. They manage a team of IT Support and AV professionals and Student Employees as they deliver services such as Help Desk, Audio Visual, Desktop support, Loaner Pool, Knowledgebase, and Classroom Technology in day to day operations and events. This role contributes to effective communications with the Clarkson community through a range of available media. This role reports to the Director of Academic Technology and Support.

Requirements

Associate's degree in Information Technology orCommunications (or related field)
3 years of progressive, related experience
Leadership and Team Management: Demonstrated ability to supervise, mentor, and develop diverse teams of professional and student employees in a collaborative environment.
Customer Service Excellence: Strong commitment to delivering responsive, high-quality technical support to faculty, staff, and students.
Technical Expertise: Comprehensive understanding of IT support operations, including hardware, software, and network troubleshooting across academic and administrative environments. Expertise with Microsoft, Google, Adobe, Duo preferred.
Audio Visual Systems: Experience with AV solution design, deployment, and support for classrooms, labs, and live campus events. Expertise with Extron preferred.
Project Management: Proven ability to plan, execute, and oversee IT and AV projects within defined scope, budget, and timelines.
Strategic Collaboration: Skilled in cross-departmental communication and participation in leadership initiatives to improve service delivery.
Analytical and Problem-Solving: Ability to identify recurring technical issues, assess root causes, and implement sustainable solutions.
Documentation and Knowledge Management: Competence in maintaining detailed records using ticketing systems and developing self-service resources or knowledge base articles.
Continuous Improvement: Commitment to evaluating and enhancing support processes to optimize the end-user experience.
Accessibility and Usability Awareness: Understanding of accessibility standards (e.g., WCAG) and experience incorporating accessibility evaluations into system and AV design testing.
Budget and Resource Management: Experience managing technology purchases, tracking expenditures, and ensuring cost-effective use of resources.
Interpersonal and Communication Skills: Excellent written and verbal communication skills; ability to explain technical concepts clearly to non-technical audiences.
Adaptability and Initiative: Capacity to manage shifting priorities, handle multiple concurrent projects, and take proactive steps to meet institutional needs.
Values Alignment: Demonstrated integrity, professionalism, and commitment to the University's mission and values in all professional activities.

Nice To Haves

Bachelor's degree in an IT related field
5 years progressive, related experience preferably in highereducation.

Responsibilities

Ensure delivery of high-quality technical support for students and the campus community
Manages AV solution design and deployment for University events
Oversee the IT and Audio-Visual support of computer labs, classrooms,
faculty/administrative offices, event spaces and other community facing facilities.
Manage team of IT Support Specialists, Audio Visual (AV), and Student Employees
Manages projects within OIT, including purchases and expenditures
Collaborates on OIT leadership initiatives
Fosters productive, high performing teams
Manage IT/AV projects within prescribed time and budget criteria
Identify common challenges of our community members and develop self-service resources, knowledge base articles, and other support materials.
Document and track community interactions and issue resolutions using the University ticket system.
Continuously seek opportunities to improve the technical support experience and provide feedback to the team
Include accessibility evaluation in design testing (e.g., usability testing, use case tests)
Exemplify the Clarkson University values in all activities
Other duties as assigned