Team Lead, AV Operations

University of British Columbia•Vancouver, BC

8d•CA$8,305 - CA$12,952•Onsite

About The Position

The Team Lead, AV Operations provides leadership for classroom audiovisual (AV) technology support services across the Faculty of Medicine’s distributed education environment. The incumbent leads the AV Operations team, ensuring that videoconferencing technologies are operationally ready, consistently supported, and responsive to the needs of learners, faculty, staff, and health authority partners. The Team Lead, AV Operations is responsible for developing and maintaining support models, service coverage plans, escalation pathways, operational procedures, training standards, and technical documentation to support reliable delivery of educational technology across provincially distributed learning sites. This position acts as the technical escalation lead for complex AV operational issues and applies advanced technical judgement to ensure service continuity, reduced disruptions to scheduled teaching, and consistent operation of AV systems support across university, hospital, health authority, and distributed learning sites. The position manages and mentors staff in the day-to-day performance of work, participates in the development of resource plans, and provides technical leadership within AV operations-related product and service lines.

Requirements

Undergraduate degree in a relevant discipline.
In-depth knowledge of applications and the business requirements supporting them.
Minimum of five years of related experience, or the equivalent combination of education and experience.
Willingness to respect diverse perspectives, including perspectives in conflict with one’s own.
Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Nice To Haves

University degree in Computer Science preferred.
Formal training in audio-visual service management and support (i.e. industry training, seminars, associated credentials, such as Cisco Certification; Crestron Certification) preferred.
Formal training in Project management and Business Analysis and a strong understanding of the project life cycle preferred.
A minimum of 5 years of experience, in-depth knowledge of applications and the business requirements supporting them or the equivalent combination of education and experience.
Managerial experience preferred.
Collaboration - Actively solicits ideas and opinions from others to efficiently and effectively accomplish specific objectives targeted at defined business outcomes. Openly encourages other team members to voice their ideas and concerns. Shows respect for differences and diversity, and disagrees without personalizing issues. Utilizes strengths of team members to achieve optimal performance.
Communication for Results - Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving. Seeks and shares relevant information, opinions, and judgments. Handles conflict empathetically. Explains the context of interrelated situations, asks probing questions, and solicits multiple sources of advice prior to taking action when appropriate.
Problem Solving - Applies problem-solving methodologies and tools to diagnose and solve operational and interpersonal problems. Determines the potential causes of the problem and devises testing methodologies for validation. Shows empathy and objectivity toward individuals involved in the issue. Analyzes multiple alternatives, risks, and benefits for a range of potential solutions. Recommends resource requirements and collaborates with impacted stakeholders.
Accountability - Sets objectives that meet organizational needs. Provides recommendations to individuals and teams on ways to improve performance and meet defined objectives. Monitors and provides feedback on individual and team performance against defined standards.
Developing Others - Provides guidance to others on ways of increasing their contribution to the mission, objectives, and values of the organization. Involves individuals in identifying developmental opportunities and provides feedback and recommendations. Involves others in setting development plans. Allocates resources for learning. Responds to requests for solutions to developmental problems.
Strategic Technology Planning - Investigates technology practices, priorities, and direction. Uses the strategic technology plan to set objectives and action plans for a specific work area.
Demonstrated strong technical, analytical, and problem solving skills enabling you to trouble-shoot and repair equipment.
Ability to effectively facilitate and lead groups to achieve appropriate outcomes.
Ability to deal with a diversity of people in a calm, courteous and effective manner.
Ability to resolve conflicts.

Responsibilities

Leads the day-to-day operations of classroom AV technology support across the FoM’s academic campuses, clinical sites, affiliated regional centres, health authority sites, hospital spaces, and other distributed learning locations; maintaining strong client relationships and ensuring responsive service delivery across the organization.
Accountable for operational readiness of classroom and videoconferencing technologies to ensure scheduled teaching and distributed program delivery can proceed with minimal disruption.
Develops and adjusts AV support models, staffing coverage, remote service desk coordination, on-site support arrangements, and escalation pathways based on site needs and service demand.
Coordinates AV operational support with health authority partners and site teams to ensure FoM learning spaces function within local infrastructure, security, access, and technology constraints.
Provides operational input into AV project planning by reviewing documentation, support requirements, training needs, asset information, and service readiness.
Plans and coordinates the delivery of support for distributed education programs ensuring that scheduling, remote service desk coverage, and on‑site presence meet, and adjust to changes in, support needs and teaching requirements.
Identifies and resources Academic Learning Space Stewards (ALSS) on an ongoing basis to support classroom technology and develops operational training standards, knowledge-base content, technical documentation, and support practices for staff, Academic Learning Space Stewards, and client groups to promote consistent support across distributed sites.
Provide training to staff, ALSS, and client groups to ensure consistent, high‑quality support of learning space technologies.
Provide technical leadership and mentorship, contributing expertise across Incident, Problem, Knowledge, Asset, and Change Management processes while supporting hands‑on technical work as required.
Develops and maintains operational procedures, service standards, escalation practices, and continuous improvement processes to support service continuity, reduce recurring issues, and improve the reliability of AV systems across distributed learning sites.
Exercise sound judgment in rapidly evolving situations, serving as the primary point of contact for operational and support issues and engaging senior management when escalation is needed.
Manages staff in the day-to-day performance of work, provides leadership and mentoring, and uses a wide range of tools and techniques to create and maintain a collaborative, motivated and positive team atmosphere.
Participates in the development of resource plans to meet staffing, space and equipment requirements.
Coordinates and distributes work, monitors workloads and backlogs and makes necessary adjustments.
Participates in the recruitment of new staff within respective team.
Works with staff, project teams and other service providers to manage and coordinate work efforts.
Ensures all resources understand and follow appropriate methods, procedures and techniques to successfully complete assigned tasks within committed timeframes and standards.
Provides input into staff performance assessments, learning and development requirements, and recognition and reward recommendations.
Provides career planning advice to staff and creates development plans to help staff achieve their career goals including assigning work which leverages their skills and capabilities and provides them with opportunities for learning.
Develops and implements procedures, methods, standards and controls to foster operational efficiency, monitor compliance, and mitigate risks to achieve team results.
Performs the more complex elements of the work, applying an advanced level of technical expertise and judgement to achieve desired work outcomes.
Leads or participates in the selection and negotiation of vendor contracts.
May serve as a Project Manager on projects and would be responsible for the overall management and success of the project.
Responsible for product expertise which would include development of new systems, acquisition of new software or hardware packages, changes and enhancements.
Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
Performs other related duties as required.