Location: all cities,MD, USA
Job Posting:
JR100481 Manager of Classroom and Media Services (Open)
Department:
UBalt OTS Staff Inst Support Admin, PM
Position Type:
Regular
Open Date:
10-15-2024
Close Date:
$80,000 - $95,000
Job Description:
The Manager of Classroom and Media Services provides campus wide planning, guidance and expertise for instructional technology, and management of user support areas including classrooms, events and audio-visual (AV) support and general-purpose student computer labs. The position supports the mission of the Universityby providing outstanding customer service, positive student experience, enabling excellence in teaching and learning and supporting effectiveness of administrative operations.
The position provides instructional technology leadership and oversight by partnering with faculty, planning, leading projects, and budgetary accountability. The manager oversees technicians' work assignments, priorities, and support coverage, and is responsible for all related projects, tasks and support tickets assigned to their units. The position serves as the primary point of contact for instructional technology needs and escalation to resolve support issues beyond the skillset and knowledge of team members. The position develops and proposes skill development plans for team members based on technologies and customer service needs as required. The manager is responsible for developing and maintaining comprehensive team documentation to aid in supporting the campus community and team compliance with all applicable regulations and policies.
Responsibilities:
Classroom and Media Services Management: Develops and maintains the implementation of instructional technology solutions that provide a positive learning outcome for faculty and students.
* Partners with faculty to evaluate new and emerging instructional technology solutions.
* Establishes and maintains a training program for student employees and new team members so they can independently perform their assignments and support the user community.
* Assists with training and provides support to faculty using instructional technology hardware and software.
* Oversees the installation of instructional technology hardware and software and ensures that design or installation specifications are followed.
* Reviews the performance of classroom and collaborative spaces and oversees needed modifications.
* Manage Operation as well as Media and Classroom staff and student employees.
* Maintains budgets for expenditures for the media department and monitor and report on classrooms/lab refresh budget.
User Support Services Management: Leads the teams providing overall frontline user support to the entire university community.
* Oversees the daily operations, staffing needs and training to maintain excellent client satisfaction.
* Regularly review customer satisfaction feedback and scores.
* Reviews support tickets and report issues daily, prioritizing as appropriate and escalating when needed.
* Regularly review of tickets to identify if any issues are related or needs to be handled by Office of Technology Services.
* Serves a critical role in supporting the learning outcomes defined by faculty for courses.
* Manages assignment and task of Media and Classroom Services Team as well as student workers; including annual performance reviews for employees.
* Provides guidance and/or works with other groups to develop solutions to improve user experience, avoid incidents, and thereby reduce future ticket volume.
* Develops project plans as appropriate, leads projects, and tracks deadlines.
* Recommends updates or upgrades for software that supports the user experience such as Zoom, Panopto, Fusion Checkout, EMS, TeamDynamix, Amazon Connect, and Crestron Fusion.
* Maintains regular communication with the OTS management team to address ongoing issues and future needs.
* Serves as a backup for the Desktop Manager when the Desktop Manager is out of the office.
IT User Support Services Operations: Participates in the daily operations of the team in support of an ongoing positive user experience that results in a high-level of satisfaction.
* Actively participates in troubleshooting of instructional technology, student labs, or classroom issues.
* Provides guidance and assists in the resolution of issues escalated by technicians.
* Oversees the repairs or replacement of lab and classroom hardware, or peripheral equipment.
* Hold weekly meetings with the media team to review the schedule of events, problems and outstanding TeamDynamix tickets and upcoming project work.
* Provides Office of Technology Services (OTS) Call Center support coverage, as required to assist users having issues in classrooms/ labs or office spaces on and off campus.
Technology Planning, Budgeting, and Procurement: Plans and executes technology purchases in support of timely implementation and replacement of technology leading to a positive effective user experience.
* Oversees ongoing program for the renewal and replacement of instructional, AV, classroom, and student lab technology, updating budget forecasts yearly and guides the maintenance of equipment and sees that all work is budgeted, planned and scheduled.
* Coordinates planning, procurement, and execution of classroom and computer lab upgrades with the Director of Instructional Technology and User Support Services.
* Reviews and recommends departmental purchases related to AV and instructional technology as appropriate.
* In partnership with the Office of Procurement, conducts required procurement processes following University of Maryland policies and procedures.
* Partners with facilities and other admin groups on campus to support moves, changes and updates to spaces on campus.
Team and User Documentation: Develops and maintains documentation in support of team capability continuity, knowledge transfer and user self-service with the goal to reduce support calls.
* Ensures that team documents and updates all correspondence and relevant internal information related to work assignments or tickets in the support tracking system.
* Make sure the staff is developing and maintaining accurate documentation of team operations, processes and technical configurations.
* Documents, periodically reviews and updates service level agreements as appropriate.
* Oversees contract development for student employees.
* Reviews and updates policies related to media groups.
Minimum Qualifications:
* Education: Baccalaureate degree in information technology, computer science, business, engineering, or other related field or discipline contributing to the successful performance of position responsibilities.
* Four years of supervisory IT experience may be substituted for the educational requirement. Technical credentials and certifications may be substituted for a year of experience or education at the discretion of the supervisor.
* Experience: Four years progressively responsible experience in instructional technology and IT user support, with one year of experience in a supervisory role.
Preferred Qualifications:
* Education: Certifications or additional coursework in Project Management, Business Management, or Leadership.
Conditions of Employment:
* Effective oral and written communication skills. Strong customer-centric focus. Ability to develop business requirements and project documentation. Ability to provide technical advice for long range instructional technology and user support strategy and policy development. Strategic and analytical thinking skills with an ability to solve problems and make timely and well-informed decisions. Ability to manage and mentor different levels of staffing and create development plans. Ability to perform effective performance evaluations. Ability to prioritize work. Strong knowledge of instructional technology and help desk support methods.
* Weekend and evenings for staff coverage and project work (approved technology outage window is Friday evening for the campus).
We offer a competitive benefits package, including health, life, prescription, and dental plans, tuition remission benefits, paid leave (22 days of annual, 15 days of sick, 3 days of personal, and 14-15 holidays) and retirement plans with employer contributions. You can see more details on our benefits here.
Additional Job Information:
The University of Baltimore (UBalt or University) does not discriminate on the basis of sex, gender, race, religion, age, disability, national origin, ethnicity, sexual orientation, gender identity, or other legally protected characteristics in its programs, activities or employment practices. UBalt is an Equal Opportunity/Affirmative Action/ADA Compliant Employer & Title IX Institution.