Manager, Multimedia Technologies

Reporting to and taking direction from the Director of the IT Service Management, the Manager of the Multimedia Technologies team will oversee the delivery of multimedia related support and services to campus classrooms, conference rooms, and other venues across the UCM campus. The position provides support for the online learning environment. In addition, this senior level technical support position will coordinate and provide guidance for the day-to-day operations of a team of multimedia specialists. Primary functions of the position include but are not limited to: Manage the team providing daily technical support of multimedia and audio-visual hardware and software technology resources to UCM constituents to include students and employees; Lead, guide, and develop multimedia and audio-video related projects, initiatives, and services; and, coordinate and provide guidance on work assignments for team of Multimedia Specialists; provide level 2 troubleshooting assistance to escalations from the Multimedia Specialists. Manage the Multimedia Specialist team's daily technical support of multimedia and audio-visual hardware and software technology resources to UCM constituents to include students and employees; provide tier-2 escalation assistance to

Multimedia Specialists:

- 35% Manage the Multimedia Specialists as they provide customer service to diverse groups of students and employees including the installation, configuration, support, and maintenance of multimedia and audio-visual technology resources; Delegate available staff to respond to high and emergency priority multimedia and audio-visual requests as required to include after normal work hours; Provide guidance and escalation support for general repair and maintenance of multimedia and audio-visual hardware and peripherals; Direct delivery of routine maintenance to include updates and troubleshooting on multimedia and audio-visual related equipment in classrooms, conference rooms, employee offices, open spaces, etc.; Direct the support of UCM constituents during conferences, events, and competitions as requested and approved; Assist with maintaining accurate inventory of multimedia and audio-visual equipment and devices; and, Perform other duties as assigned by the Director of Technology Service Management or AVP of Information Systems & CIO or designee. Manage full A/V projects and provide advisory consultations regarding A/V functionality for Deans, Chairs, faculty, vendors, and other key stakeholders - 30% Provide technical design consultation for project development and other multimedia and audio-visual related efforts; Ensure all system functions effectively work together with other campus applications and systems; Serve as the project leader for multimedia and audio-visual related projects Coordinate the final commissioning of A/V projects and transition to stakeholder availability and standard support. Provide procurement advisory services for proposed A/V projects - 20% Develop Request for Proposal (RFP) documents for A/V projects when needed; and collaborate with the Procurement department to manage vendor/proposal vetting and selection; Manage procurement of over 500 items as part of annual project implementation and system maintenance; Provide advisory services in reviewing A/V related project proposals and bids; evaluate, rate, and make recommendations for A/V proposals related to broader projects (for example, building renovations and new building projects). Develop standards, work instructions, and end-user training; evaluate emerging A/V equipment and services and remain current with industry improvements- 10% Establish and document system practices for use of multimedia and audio-visual related systems and applications; Research and recommend new equipment or modifications to existing equipment; Assess and make recommendations regarding the viability of changes as necessary; Assist other divisions within Office of Technology in the process of testing, installing, and documenting system upgrades, business process enhancements and new programs, and identifying and resolving system and business related problems; Coordinate communications with users and vendors to research new technologies, troubleshoot problems, and recommend enhancements; and, Manage specialized multimedia and audio-visual hardware and software. Provide training as necessary to employees on software and hardware; Participate in department-wide leadership efforts and contribute to enterprise-impacting initiatives - 5% Participate in cross-functional collaboration meetings for all managers in the technology department; Provide recommendations and advisory input for department-wide processes and systems, like service catalog conventions, ticket workflows, and technology department policy; Assist with broad enterprise-wide projects and incidents as directed by the Director of Technology Service Management or AVP of Information Systems & CIO or designee.

Education:

Bachelor's Degree in information systems, computer science or related field. Education may be substituted for experience or if experience may be substituted for education. Note that equivalencies are based on the following: AA or 60 credit hours = 2 years experience; BA/BS or 120 credit hours = 4 years experience; MA/MS = 6 years experience.

Experience:

Three years of progressively more experience in support of technology resources with emphasis on multimedia and/or audio-visual (hardware and software). Direct and/or indirect supervisor experience exposure.

Physical/Environmental Factors:

Lifting (Weight) - 50+ lbs Employment contingent upon successful background check and fingerprint verification in accordance with UCM policy and state regulations.