AV Support Manager

Harvard Medical School IT is seeking an AV Support Manager to lead the operational delivery and continuous improvement of audiovisual support services across teaching, learning, conference, and event spaces throughout the HMS campus. Reporting to the Sr Director, Education Technology this role oversees daily audiovisual operations supporting in-person, hybrid, and remote academic and administrative activities across the HMS quad five days per week.

This is a hands-on operational leadership role responsible for supervising the audiovisual support team while actively participating in the delivery of classroom, conference, and event support services. The Manager oversees operational workflows, scheduling, triage, and escalation management related to audiovisual and event support activities, ensuring timely and effective service delivery across a high-volume, fast-paced environment. The position collaborates closely with HMS IT teams, facilities staff, vendors, and academic stakeholders to maintain reliable audiovisual services and support exceptional user experiences for faculty, students, staff, and guests.

The Manager also leads continuous improvement efforts related to service delivery, operational processes, ticketing workflows, scheduling systems, and support documentation. The ideal candidate brings strong operational leadership, experience managing audiovisual support services in complex environments, and a commitment to responsive, customer-focused technology support.

Core Duties

• Lead daily audiovisual support operations for classrooms, conference spaces, hybrid learning environments, and campus events across the HMS quad.

• Provide hands-on operational support for in-person academic, research, administrative, and event activities five days per week, including live troubleshooting and escalation management.

• Supervise audiovisual support staff, including staffing coordination, workflow management, training, performance management, and contractor oversight as needed.

• Manage service delivery operations, including ticket triage, scheduling workflows, escalation processes, and coordination of high-priority support requests.

• Coordinate audiovisual support for live events, video conferencing, streaming, recording, and multimedia production activities.

• Develop and maintain operational procedures, training materials, knowledge base documentation, and service standards for audiovisual support services.

• Monitor service metrics, ticket trends, scheduling workflows, and customer feedback to identify opportunities for continuous improvement and operational efficiency.

• Collaborate with HMS IT teams, vendors, facilities staff, and external partners to support audiovisual infrastructure, maintenance activities, upgrades, and technology rollouts.

Working Conditions:

 

• Work is performed in an office setting.

Physical Requirements:

• Able to lift up to 40 lbs unassisted.