Audio Visual Service & Support Lead

Job Summary

Under general supervision, the Audio Visual Service & Support Lead plays a critical role in supporting the Information Technology Services (ITS) - Infrastructure & Platform Services group at Cal Poly. This position coordinates and leads the technical aspects of the audio-visual tier 2 support team and oversees minor capital construction projects. The successful candidate is responsible for the design, build, implementation, and ongoing support of audio-visual services across campus.

The role involves significant collaboration with various internal and external stakeholders, including academic departments, administrative units, vendors, and contractors, to ensure seamless integration of audio-visual systems and smooth project execution. The Audio Visual Service & Support Lead communicates regularly with customers and the ITS team, providing updates on project progress and addressing technical concerns.

Additionally, this position oversees enterprise-level systems and related infrastructure, ensuring consistent service delivery and prompt resolution of issues. The Audio Visual Service & Support Lead is responsible for maintaining system integrity, reliability, and overall functionality while managing vendor relationships and ensuring projects meet campus objectives and compliance standards.

Key duties include supporting tier 2 service, addressing technical problems, providing task coordination for the team, developing project plans, and implementing best practices for documentation and process management. This position requires a proactive approach, strong leadership skills, and the ability to work collaboratively across different departments to meet the evolving needs of the campus community.

Department Summary

Key Qualifications

• Service Lead Responsibilities (50%):

  1. Customer Service: Works with manager and director to ensure outstanding customer service and support.
  2. Absence Management: Works with the manager to support absence management reporting (manager approves or denies).
  3. Team Feedback and Mentoring: Works with manager to provide performance feedback to support staff evaluations. Fosters ITS values and mentors peers.
  4. Best Practices: Leads best practices for security, policy, and procedure. Ensures service and operational escalation, incident management, and lessons learned for the service area.
  5. Task Coordination and Work Planning: Prioritizes and assigns daily work; responsible for work planning, such as work completion, sprint planning, standup meetings.
• Essential Job Functions 
  1. Consultative Support: Provide the highest level of customer service, collaboration, and consultative relationships with the campus community.
  2. Technical Analysis and Problem Solving: Understand, analyze, and diagnose user needs; resolve problems in a timely manner.
  3. Project Documentation and Collaboration: Develop Statements of Work (SoW) for project-specific activities, coordinate with vendors, and ensure contractual agreements are met. Collaborate with stakeholders to ensure proper communication and update campus standards.
  4. Continuous Improvement: Contribute to continuous improvement of workflow and support processes. Ensure users have correct access privileges; apply campus information security policy and standards.
  5. Escalation and Support: Escalate problems appropriately. Provide support to both technical and non-technical staff. Collaborate with stakeholders to identify and implement procedures for smooth service delivery.

Education and Experience

• Bachelor’s degree and two years of relevant experience.
• Additional qualifying experience may be substituted for up to two years of required