Harvard University - Senior Director, FAS Learning Space Technology Support

• Own the fulfillment of all teaching, learning, and administrative AV service requests that come into ESS through multiple channels (phone, e-mail, walk-in, and ServiceNow), ranging from lecture capture, media recordings to consultations, equipment loan, and setup.
• Accountable for leading and managing a team of up to 50 field support media technicians (including supervisors, managers, and contingent staff), responding to and resolving urgent AV and technology incidents in 480 learning spaces (registrar and department-owned) in 75 buildings across the Cambridge campus, to ensure successful teaching and learning for approximately 1,200 undergraduate courses per semester.
• Scale and evolve the organization and operations support model using ITSM (IT Service Management) best practices to meet broader ESS and FAS goals. Includes building a staffing plan (growing the team, hiring another level of managers, recruiting contingent labor for staff augmentation - temps, LHTs, interns, students), budgeting (estimates costs, writing business cases and securing funding), operating (creating clear processes, roles, and responsibilities for each service offering) and implementing advanced technology like Service Now to track and report on all field support team activities.
• Serve as an escalation point for both customers and internal team members; work to resolve service delivery issues on an expedited basis; building relationships with senior/VIP faculty and deans, communicating directly with them about service requests, outages, and emergencies when needed. Work with Faculty Affairs, OUE, GSAS, and Admin Ops leaders to create and communicate policies governing teaching and learning scenarios.
• Collaborate with ESS Director of Design and Engineering, OPRP, and vendor partners to design, implement and maintain world-class FAS learning spaces equipped with modern audiovisual equipment that advance the school's teaching and learning goals and ensure fast response times to urgent break/fix requests.
• Partner closely with the ESS leadership team to develop an integrated faculty support model. Includes regular client communications with faculty, academic, and administrative deans, department administrators, and University leaders to communicate status, escalate and solve issues and jointly plan budgets to ensure world-class teaching and learning support.
• Collaborate with faculty and staff to recommend and implement solutions that meet their pedagogical needs; proactively explore emerging technologies that might benefit the community and securing capital and operations funds for learning space improvement projects.
• Serve as a leader and convener for university committees on classroom support including the AV Community of Practice and serve as a FAS representative at Harvard classroom/TLR events and as a Harvard representative at Ivy Plus AV committees and AV industry meetings.

• Responsible for effective staff management, including hiring and orientation, training and development, workflow and performance management, and the promotion of an inclusive and innovative work environment
• Lead IT strategy development
• Direct the planning and implementation of large IT projects that have significant impact on the management of the business, including systems integration and installation initiatives
• Responsible for vendor management
• Develop and oversee departmental budget
• Build strategic alliances; negotiate and influence across school, department, or university
• Abide by and follow the Harvard University IT technical standards, policies, and Code of Conduct

• Minimum of seven years' post-secondary education or relevant work experience
• Supervisory experience

• At least 10 years of experience in managing enterprise-level audiovisual services, in a large, decentralized environment preferred
• At least 10 years of supervisory experience and P&L responsibility preferred
• Advanced knowledge of the audiovisual industry and video conferencing systems
• Previous working experience with Service Now (SNOW), SharePoint, Panopto, Zoom
• Working knowledge of ITIL and ITSM (IT service management) best practices and tools
• At least 2 years of experience using SNOW or a similar ITSM application to manage team workflow and metrics
• Managing a diverse team towards excellence in the following areas: customer service, marketing, communications, intake process, and policies
• Professional maturity, and judgment; ability to excel with minimal supervision
• Ability to successfully manage many simultaneous work items of changing priority; strong ownership and accountability, and attention to detail
• Excellent analytical and troubleshooting skills; desire to identify and resolve the root cause of systematic technical or process issues
• Demonstrated leadership and people management skills, as well as a desire to coach and develop others
• Excellent customer service experience, and strong desire to deliver high-level solutions in a timely and dependable manner
• Proven ability to collaborate with faculty, staff, students, senior management, and executives throughout the college
• Previous experience managing in a union environment
• Experience with conflict management, negotiating, and difficult conversations
• Experience implementing, measuring, reporting, and managing to key operational metrics
• Project management skills
• Ability to serve as a change agent and manage a team through periods of rapid change
• Communication skills; can easily present technical concepts to clients in non-technical language
• Graduate degree in a related field desirable
• Background in higher education
• Experience working with faculty
• Industry certifications like CTS-D or CTS-I or DMC certification
• Experience with Crestron systems highly desirable

• Work is performed in an office setting
• Occasionally required to work outside of normal business hours, and may be called during off-hours

Harvard will require COVID vaccination for all Harvard community members who will have any on-campus presence. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the University's COVID vaccination requirement and exceptions may be found at the University's "COVID-19 Vaccine Information" webpage: http://www.harvard.edu/coronavirus/covid-19-vaccine-information/.



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