Senior Manager, AV Technologies

Pepperdine University•Malibu, CA

2d•Onsite

About The Position

Working closely with Senior Leadership of Client Services, the Senior Manager of Client Services (AV Services) creates an AV-focused technology vision and provides leadership for the development and implementation of enterprise-wide academic and administrative technology solutions that support the mission of Pepperdine University. Oversees the AV Technologies and Mountain AV teams and is responsible for classroom, conference room, event space, and arena technology, training, maintenance, and support.

Requirements

Associate's or bachelor's degree in related technical/business areas or equivalent work experience.
Three (3) to (5) five years of relevant technical and business experience; business experience should include assignments in one or more business and technical processes.
Experience in supervising and building relationships with people at a variety of levels.
Demonstrated ability to launch and deliver IT projects and initiatives on time and within budget.
Excellent written and verbal communication skills.
A working knowledge of common hardware and software products used in higher education.
Problem solving/troubleshooting skills.
Advanced knowledge of working with audiovisual equipment in various environments including classrooms, conference rooms, event spaces, and broadcasting.
Strong management skills and experience overseeing at least 1 team.

Nice To Haves

Master's degree in related technical/business areas or equivalent work experience.
Experience with project management.
Ability to manage multiple projects for numerous clients simultaneously.
Experience teaching in higher education.
Strong technical skills in Information Technology.
Proven organizational and interpersonal skills.
Decision-making skills and ability to work under pressure.
Experience in following emerging trends in technology.
Excellent management skills overseeing multiple teams.

Responsibilities

Provides strong leadership to multiple areas of IT Client Services (CS); develops vendor relationships; sets departmental goals and objectives, reviews the goals and objectives of multiple areas, and aligns teams and projects with the strategic goals of Client Services, Information Technology (IT), and the University.
Creates a cohesive and synchronized support infrastructure; empowers supervisors to monitor and develop their staff; empowers staff to take ownership of duties, projects, and problems and to Work collaboratively in flexible teams with strong camaraderie.
Provide excellent, compassionate customer service.
Create training opportunities or programs for internal staff and/or constituents to meet the teaching, learning, work, and event experience goals of the University.
Gather and analyzes metrics for team and area success.
Work with high integrity to maintain the trust of the University community.
Manage time, information, and resources responsibly for excellent stewardship and productivity.
Develops and applies a rigorous project governance model to prioritize projects, service offerings, and work duties focused on outcomes and stewardship; creates 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.
Enforces a "Three Things" approach for all employees to either be (1) conducting work duties; (2) contributing to special team, area, or IT projects; or (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 departmental budget.
Reviews and submits regular, timely, and complete paperwork and processes, such as status reports, bi-weekly or monthly timesheets, assessments for mid-year and annual reviews, and other routine IT and University practices.
Promotes professionalism across the division to ensure that each staff member represents Pepperdine and IT in a professional manner when collaborating with internal and external stakeholders.
Develops and maintains strong partnerships with University departments and leadership, with community members and constituents, as well as with external vendors and service providers, to improve IT outcomes and to assure current and future operational and strategic success.
Routinely meets and communicates with colleagues and stakeholders to assess project status and promote a solutions-oriented mindset; works closely with departmental staff of key stakeholder groups to understand needs, align services, and ensure smooth operations for services and technologies; through the lifecycle of projects and tasks, will address challenges, explore opportunities, and shepherd teams to operate and communicate effectively and efficiently.
Promotes continual improvement across the organization through collaborations within IT Client Services, other areas of Information Technology, and other stakeholder groups of the University.
Attends monthly meetings with CS leadership with a constant eye on areas of opportunity or continual improvement across the organization.
Actively pursues new projects to improve operations and services; schedules and conducts needs analysis, recommends projects, creates RFPs, leads vendor selection, including negotiation of terms, and leads projects through all phases; develops "best practices" frameworks for project managers to complete projects within the IT project portfolio selected by CS senior leadership.
The practices will include, but is not be limited to: setting project standards for small, medium, and large projects, verifying that appropriate project documents exist for major CS projects and work with project leaders to complete necessary documents, identifying shared location for all CS project documents, verifying use of Project Management software for major IT initiatives, leading an ongoing cycle of knowledge, assessment, and improvement in order to maintain the Project Management Office's (PMO) alignment with Client Services' strategic goals.
Interfaces between IT project managers and the IT division senior team to facilitate the alignment of IT projects with the University's strategic goals.
Conducts quarterly meetings for training and evaluation of CS staff usage of tools, systems, procedures, and project standards.
Plays a neutral role in deciding which projects are to be done, but plays a leading role in providing project-related metrics to CS senior leadership.
Solicits, reviews, and analyzes stakeholder feedback to determine areas of need, redundancy, or opportunities for improvement; leads efforts to benchmark division effectiveness, and coordinates the use of metrics for more effective support and services throughout the IT division; establishes and maintains success metrics for each project.
Confirms the critical metrics for each area of Client Services; helps create systems or processes to simplify recording data on staff; helps create systems or processes to simplify and speed up reporting of metrics/outcomes for each area of Client Services; identifies existing (or creating new) metrics for analyzing CS areas; produce appropriate weekly and monthly reports on team status, challenges, and successes; produces appropriate quarterly and annual reports on overall team success and IT's contribution to the University mission; meets with CS senior leadership and provides qualitative and quantitative inputs on project status; staff participation; staff availability; and use of tools, templates, and methods as related to IT's portfolio of projects.
Researches current and emerging technologies and project management methodologies for potential application at the institution.
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.