Audio Visual Supervisor

The Opportunity
Reporting to the Manager, Learning Spaces, the Audio-Visual Supervisor is responsible for overseeing the operations of the Audio-Visual team and ensuring appropriate levels of support are achieved. In addition, the incumbent is responsible for effectively and efficiently escalating technical issues, collaborating with other support teams, customers, and creating and implementing efficiencies within the Audio-Visual team.
The Role
**Staff supervision on a day-to-day basis, including**: quality assurance, training, setting priorities, setting schedules, approving time off and timesheets.
Acts as the primary technical & service escalation point for the AV Team.
Define & measure KPI's that are in alignment with SAIT priorities & goals.
Evaluate performance regularly to ensure a high level of client satisfaction, and issue resolution at the earliest possible instance, while ensuring that the team's key SLAs and KPIs are achieved.
Ensure professional and prompt response of escalated ITS service tickets by the AV team.
Facilitate AV purchases and related hardware to ensure that all the necessary resources are kept on hand for effective service delivery.
Work closely with schools/departments on requirements for classrooms and/or meeting rooms and other assorted AV needs.
Collaborate with Facilities Management on projects for classrooms and other campus upgrades for the betterment of AV.
Work closely with vendors/suppliers to source out new products and services, and to arrange demo units and prototypes for testing.
Work closely with other supervisors and managers across ITS to identify areas of improvement and escalation of issues.
Ensure common issues and system configurations are documented in the knowledge base and user self-serve guides.
Collaborate with other supervisors and managers in ITS to establish and maintain a current service catalogue defining problem resolution expectations and timeframes.
Coordinate and delegate resources to resolve complex technical issues that have been escalated by the Service Desk or other ITS teams.
Conduct performance management, coaching and mentoring of staff, including professional development plans, laddering opportunities, and recognition.
Provide regular communications (updates) to Leadership, ITS and clients on important AV activities and maintain a functioning demo setup in NH7.
Advise and assist vendors in delivery of their products and services to the campus.
Ensure that the workplace operations are aligned with institutional policies and procedures including health and safety requirements.
Ensure safe work conditions by encouraging best practices in operations, team work where applicable and keeping sufficient stock of PPE.
Education & Experience
Minimum Required
2-year diploma in the field of Broadcast Technology, Information Technology, Programming, Computer management or related technical area.
Leadership/ Supervisory training
3 years of experience in a leadership or supervisory role.
2 years of experience in AV support.
Familiarity with AV products (Crestron/Extron/Kramer/AMX)
Experience with IT Service Management software/ticketing systems.
Proven ability to react quickly under high levels of support requests and adjust priorities accordingly.
Experience in developing and deploying IT/AV best practices, policies, and processes.
General technical knowledge & troubleshooting skills on AV hardware and other educational technology.
Demonstrated ability to communicate with users in general and under high-pressure circumstances.
Strong communication, both written and verbal.
Excellent organizational and time management.
Excellent track record of working safely according to all workplace safety guidelines.
Combinations of AV service experience and education will be considered.
Preferred
4-year bachelor's degree in the field of Broadcast Technology, Information Technology, Programming, Computer management or related technical area
5+ years of experience in a leadership or supervisory role.
5+ years of experience in AV support.
5+ years of technical experience in a post-secondary environment
ITIL Foundations
Experience with low voltage system wiring, including RS232 and Low-Z
Knowledge of how to read and follow construction diagrams
Read and interpret AV systems drawings
Other Requirements
Must have a valid driver's license
**Job Classification**: SUPERVISOR - P5932
**Salary Range**: $75,000 - $95,000
**Posting End Date**: September 13th, 2024