Learning Space Technologies Support Services Team Lead (Open to Internal Candidates Only)

Under supervision of the Audiovisual Services Department Manager, develop and implement efficient processes and internal policies and procedures for the Academic Technology - Audiovisual Services department. Provide technical leadership and expertise to analyze business needs, propose and explore solutions and alternatives by applying professional concepts and institutional goals. Coordinate and evaluate technical aspects of projects, exercising judgment in selecting methods, techniques, and evaluating criteria for obtaining results. Develop and present information, ideas and instructions regarding services offered by Audiovisual Services department.

Bachelor's degree and four years of experience in information technology field, Associate's and six years, or combination of education and experience equal to eight years.

Salary is complemented by a comprehensive benefits package which includes medical, dental, retirement, tuition, and paid time off.

The University of New Hampshire is an R1 Carnegie classification research institution providing comprehensive, high-quality undergraduate and graduate programs of distinction. UNH is located in Durham on a 188-acre campus, 60 miles north of Boston and 8 miles from the Atlantic coast and is convenient to New Hampshire's lakes and mountains. There is a student enrollment of 13,000 students, with a full-time faculty of over 600, offering 90 undergraduate and more than 70 graduate programs. The University actively promotes a dynamic learning environment in which qualified individuals of differing perspectives, life experiences, and cultural backgrounds pursue academic goals with mutual respect and shared inquiry.

The UNH Diversity Resource Guide with information and programming available in the seacoast area, New Hampshire, and the region can be found here: https://www.unh.edu/hr/diversity-resource-guide

Manage and supervise full-time professional staff and part-time ( Student) staff including hiring, managing performance, goals setting, coaching for professional staff, and developing team and day-to-day resources to achieve department goals and maintain customer satisfaction.

Maintain historical and current data, metrics, and KPI's and prepare reports to assist with short and long-term planning, goals and objective for Audiovisual Services department development and operation. Assess all areas of business including incident management, request management, and knowledge management to drive excellence in all Audiovisual Services areas of business.

Prepare, negotiate, and evaluate labor agreement and service contracts. Review equipment, products, personnel, as well as technical and support needs to maintain and support contracts. Create institutional relationships to source new customer and support avenues.

Develop and mature ITSM-based processes to ensure proper handling and remediation of all support-related issues regarding instructional technologies and related services. Properly handle major support incidents and conduct post-incident reviews. Ensure proper solutions and knowledge management best practices are followed and continual service improvement processes are refined to improve performance of the AV Support Desk.

Provide leadership to short-term and long-term projects and project teams. Plan, develop, and execute project plans and specifications. Coordinate inter-departmental teams to design and develop support structures involving human resources as well as technical resources. Ensure timely delivery project outcomes and goals. Develop and maintain project documentation.

Maintain historical and current data, metrics, and KPI's and prepare reports to assist with short and long-term planning, goals and objective for Audiovisual Services department development and operation. Assess all areas of business including incident management, request management, and knowledge management to drive excellence in all Audiovisual Services areas of business.

Design, develop and present training sessions to end users of all supported instructional technologies. Work with all areas of IT and academic departments to focus on specialized use of technology to ensure successful use of technology across campus.

Design, deploy, and assess customer feedback with the goal to improve internal and external processes to benefit the customer experience.

* Oversee and manage databases for all areas of Audiovisual Services including human resource management, equipment inventory management, knowledge management for both internal and external users, and customer-facing websites and web forms. Work with various IT departments to maintain proper incident tracking applications including SOP's, special business customization, and proper communications to customers done within these systems.