Description Tufts Technology Services (TTS) is a university-wide service organization dedicated to the strategic planning, implementation, and support of technology products and services that anticipate and meet the academic, research, clinical and business needs of the Tufts community. TTS offers technical leadership and services to our customers with a focus on providing innovative solutions, delivering exceptional customer service, and creating a reliable infrastructure that demonstrates value to the students, faculty, staff, and alumni of Tufts University. TTS works in partnership with schools, business units, and other academic support organizations to provide campus-wide IT services in the areas of academic and research technology, enterprise application systems and services, networking and telecommunications, information security, data center operations, web services, classroom and computer lab technology support, and user support, training and outreach. The Associate Director, Learning Space Design and Support Services leads a service-oriented team dedicated to the timely and effective delivery of media services that meet the academic and business needs of the Tufts community. S/he serves as a University-wide resource in the design of technology-rich learning spaces, collaboration spaces, computer lab AV, meeting rooms, and other types of spaces in support of the University's expansive mission. The position develops and delivers a highly responsive university-wide shared service model that ensures the highest possible customer satisfaction. S/he builds, manages, and develops a distributed team of technical specialists and generalists, assures services are available to the University at all necessary times, and instills in the team a commitment to professionalism and customer service. The position will also develop methods for assessing effectiveness of the team in achieving service delivery goals, inclusive of customer satisfaction. S/he will work closely and collaboratively with other University units dedicated to space planning and design to guide the application of technologies that create rich, immersive, and interactive spaces.
Organization: Tufts Technology Services
Employee Status: Regular
Qualifications Basic Requirements:
Bachelor's Degree in a related field and 8+ years of progressive management experience in classroom and AV Media services.
Significant understanding and expert knowledge of AV Media technologies, solutions, and services used to support academic environments.
Demonstrated ability to successfully lead a portfolio of large AV Media projects simultaneously, as well as full portfolio of AV Media services for a diverse end user community.
Demonstrated significant understanding and application of industry best practices for AV Media solution design, implementation, and service delivery.
Experience applying teaching and learning considerations into the design of classrooms and learning spaces both in terms of physical and technological dimensions.
Strong experience leading and building high-performing teams through recruiting, coaching, mentoring, performance management, talent and professional development, recognition, building morale, measurement, continual improvement, process development, communication, and knowledge sharing.
Effective collaboration and customer service skills and demonstrated experience building and maturing relationships at all levels of an organization to align services with functional needs. Ability to clearly communicate service plans and strategy to a diverse client and partner base.
Significant experience directly managing measurement, reporting and analysis of key performance indicators (KPI) and service level targets and/or agreements (SLA) to achieve and sustain operational excellence.
Strong technical proficiency with seven or more of the following technologies/solutions: (1) video production and post-production; (2) enterprise video management and web streaming; (3) Windows and Mac operating systems and productivity and creative application suites; (4) Adobe Creative Suite applications; lecture / content capture solutions; (5) major video conferencing platforms (e.g. telepresence, traditional H.323, etc); (6) major web conferencing platforms (e.g. Webex, GoToMeeting, Adobe Connect, Skype, etc.); (7) data/video projectors; (8) audio related multimedia equipment (e.g. microphones, rack-mount audio-equipment and system controllers); (9) video-related equipment (e.g. video camcorders, hard drive recorders, monitors and video streaming equipment); (10) AV control systems and matrix switchers (e.g. Crestron, Extron); (11) IT Service Management systems (e.g. ServiceNow); (12) Asset Management databases. Preferred Qualifications:
Experience working with project managers, architects and design teams on construction and renovation projects providing expertise and oversight on the integration of audio visual systems and other technologies.
Relevant certifications such as CTS, PMP, and ITIL. Tufts University is an AA/EO employer and actively seeks candidates from diverse backgrounds. Please see the Tufts University non-discrimination statement.