How to Apply
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
Job Summary
Department Summary:
Student Life Technology Solutions elevates the student experience by working with Student Life and campus partners to provide innovative and creative technology solutions. Student Life Technology Solutions has a strong focus on developing relationships with Student Life units, understanding the units work, and providing tailored solutions while seeking economies of scale where it makes sense. Functional areas include Operations and Infrastructure, Web and Applications, Project Management, and Business Intelligence.
Position Summary:
This is a lead-level position where you will be responsible for building the AV team from 2 to 5 full-time employees (FTEs) over the next 5 years. You will hire, train, and supervise AV information technology professionals and students, and coordinate their work assignments. Your responsibilities include providing production support for IT & A/V infrastructure, operations, and services across various Student Life buildings such as Housing, RecSports, UHC, and University Unions. Your main focus will be on supporting unit-specific AV systems, including but not limited to audiovisual equipment in conference rooms, classrooms, multipurpose rooms, theaters, and Community Learning Centers. You will collaborate with and assist our unit partners, advocating for their needs with shared service providers and vendors to address business challenges by integrating unit-specific AV enterprise applications and systems, ensuring solutions perform as intended. Broad technical knowledge and a strong desire to learn new systems and innovative technological applications are essential for this role.
Responsibilities*
70% Leadership, Planning, Forecasting, Staff Management, and Implementation
- Oversee the daily operations of the Operations & Infrastructure AV team consisting of 5 full-time staff and up to 25 student staff.
- Develop, recommend, and enforce policies and procedures for AV usage and support, including hardware purchases, software installations, and support protocols.
- Manage the design, implementation, and maintenance of AV infrastructure and architecture.
- Evaluate and recommend upgrades and acquisitions of new equipment, software, and services to enhance AV systems.
- Develop project schedules and operational timelines.
- Oversee AV components of facilities undergoing renovation or reopening post-renovation.
- Serve as a high-level resource for issues related to Student Life A/V systems
- Coordinate and offer insights on AV technical features and process alternatives. Aid in system improvements by determining and assessing customer requirements, and identifying the potential discrepancies between these requirements and the capabilities of current technologies. Propose enhancements for existing processes.
- Demonstrate relationship building, effective communication skills, and quality service in the process of collaborating with, supporting, advising, and educating partner units and team members on the use of services, and resolving incidents.
- Recruit, supervise, train, and evaluate permanent AV and student personnel.
- Assist in procuring, selecting, and overseeing contract personnel/vendors.
- Assess the need for both short-term and long-term temporary technical support staff among students.
- Supervise, approve, and Coordinate the scheduling and assignment of short-term and long-term staffing needs.
- Prepare and submit quarterly staff evaluations and participate in delivering annual performance reviews to staff.
15% Production Support of End Users and Technology Systems
- Perform a wide range of IT and AV installations, configurations, and support services for systems such as audiovisual equipment, PCs and Macs, mobile devices, enterprise software, and network support. Work assignments often involve multiple components and the integration of these elements (e.g., MiWorkspace imaged computers, enterprise applications), as well as requiring familiarity with bundled service offerings (e.g., networking and security).
- Collaborate with team members, unit partners, and shared service providers to support, design, implement, and continuously improve AV systems.
- Demonstrate high-quality service and accountability in resolving incidents by providing accurate, timely, and efficient communication, solutions, and data to meet customer needs.
10% Professional Development
- Stay updated on the latest advancements in relevant technologies and maintain current knowledge of IT policies and procedures, hardware, software, and technical services. This includes engaging in on-the-job training, attending technical courses or conferences, conducting research, and performing testing.
- Mentor other staff members and actively participate in professional development opportunities. Apply new skills and knowledge to effectively and efficiently perform assigned duties, consistently meeting or exceeding customer expectations and performance metrics.
- Communicate effectively when training and mentoring less experienced staff, ensuring that team members apply the latest policies, procedures, and best practices to accomplish tasks.
5% Collaboration and Liaison
- Act as liaison to Central IT to collaboratively operationalize new Community Learning Center (CLC) programs and services.
- Act as a liaison with the business unit partners for the usage and acquisition of collaborative technology located in the residence halls.
- Participate in University-wide advisory and working committees to develop standards for AV software, hardware, and systems.
- Initiate formal and informal collaborations.
Required Qualifications*
- Bachelor's degree or equivalent years of education and experience (computer-related certifications)
- Minimum of 3 years experience supervising full-time staff.
- Minimum of 3 years experience in oversight of IT or A/V projects, project planning, problem and change management, and leadership responsibilities.
- Minimum of 5 years of progressive IT experience in a complex environment of which a minimum of 3 years of related experience troubleshooting network connectivity or printing issues or A/V issues and/or related technologies.
- Extensive knowledge of information technology products and services.
- Experience integrating computing components in small- and medium-scale presentation and auditorium environments.
- Work Authorization: Must be legally authorized to work in the United States without company sponsorship
Desired Qualifications*
- Demonstrated experience with computer security and sensitive data protection
- Experience working in a University setting.
- Experience identifying areas of potential divergence and an ability to work toward resolution.
- Experience with the U-M information technology environment.
- Experience with computer programming or scripting.
- 3-5 years experience, including desktop troubleshooting, administrating, and device support.
- Demonstrated initiative in participating in growth opportunities, taking the initiative for continuous development and improvement.
Modes of Work
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.
Additional Information
Position Responsibilities Criteria (leadership and behavioral qualities expected in this position):
- Demonstrated personal and professional commitment to diversity and a solid understanding of and appreciation for cultural, ethnic, and individual differences.
- Excellent communication, interpersonal, and organizational skills.
- Demonstrated ability to problem solve and be adaptable in a fast-paced environment.
- Demonstrated ability to manage multiple priorities and navigate change effectively.
- Demonstrated ability to identify and resolve computing vs. A/V issues.
- Demonstrated ability to integrate new skills/knowledge into job performance.
- Demonstrated ability to leverage appropriate technical tools to perform initial root-cause analysis and service restoration for Windows or Mac operating systems.
Financial/Budgetary Responsibility:
- N/A
Working Conditions:
- Primarily based in the office 5 days a week, with occasional flexibility for remote work.
Physical Requirements:
- Troubleshooting and responding to problem reports routinely requires travel across campus, accessing equipment in tight and confined spaces, climbing ladders, and periodically transporting heavy (up to 50#) objects.
Direct Reports:
- Oversee the administrative management of 2 full-time employees (FTEs) and a minimum of 20 students, with potential expansion to a team of 5 FTEs and 25 students.
This role may have reporting obligations under Title IX and Clery.
Authorization to work in the U.S. is a precondition of employment and applicants for this position will not be sponsored for work visas.
Relocation will not be offered for this position.
Salary may vary depending on qualifications, experience, and education of the selected candidate.
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Application Deadline
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.