AV Support Manager

Job description

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. Basic Qualifications: Minimum of five years’ post-secondary education or relevant work experience. Supervisory experience. Additional Qualifications and Skills: Demonstrated technical expertise in an area/s of multimedia or audio visual essential. Knowledge of information technology applications, processes, software and equipment. Demonstrated project management skills. Certificates and Licenses: CTS Certifications. Standard Hours/Schedule: 35 hours per week Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position. Pre-Employment Screening: Identity, Criminal Staying Informed About Your Application: Due to the high volume of applications, we may not always be able to reach out right away, but you can track your status anytime through the Careers@Harvard portal. #LI-DK1 Work Format Details This position has been determined by school or unit leaders that all duties and responsibilities must be performed at a Harvard or Harvard-designated location. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment. Salary Grade and Ranges This position is salary grade level 058. Please visit Harvard's Salary Ranges to view the corresponding salary range and related information. Benefits Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to: Generous paid time off including parental leave Medical, dental, and vision health insurance coverage starting on day one Retirement plans with university contributions Wellbeing and mental health resources Support for families and caregivers Professional development opportunities including tuition assistance and reimbursement Commuter benefits, discounts and campus perks Learn more about these and additional benefits on our Benefits & Wellbeing Page . EEO/Non-Discrimination Commitment Statement Harvard University is committed to equal opportunity and non-discrimination . We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes. Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy . Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination. By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive. Why join Harvard Medical School? Harvard Medical School's mission is to nurture a diverse, inclusive community dedicated to alleviating suffering and improving health and well-being for all through excellence in teaching and learning, discovery and scholarship, and service and leadership. You’ll be at the heart of biomedical discovery, education, and innovation, working alongside world-renowned faculty and a community dedicated to improving human health. This is more than a job - it’s an opportunity to shape the future of medicine.