Harvard University
Cambridge, MA, USA
Job-Specific Responsibilities
Own the fulfillment of all teaching, learning, and administrative AV service requests that come into ESS through multiple channels (phone, e-mail, walk-in, and ServiceNow), ranging from lecture capture, media recordings to consultations, equipment loan, and setup.
Accountable for leading and managing a team of up to 50 field support media technicians (including supervisors, managers, and contingent staff), responding to and resolving urgent AV and technology incidents in 480 learning spaces (registrar and department-owned) in 75 buildings across the Cambridge campus, to ensure successful teaching and learning for approximately 1,200 undergraduate courses per semester.
Scale and evolve the organization and operations support model using ITSM (IT Service Management) best practices to meet broader ESS and FAS goals. Includes building a staffing plan (growing the team, hiring another level of managers, recruiting contingent labor for staff...
