A/V Classroom Technology Services Lead

Information Technology Services (ITS) at the University of Iowa is seeking a Senior IT Support Consultant to serve as a key service owner within our Learning Spaces Technology (LST) team. The LST team is responsible for strategy, standards, and support of audiovisual technology in more than 350 classrooms, conference rooms, and student computing spaces across campus.

About the role

As a member of the LST team, this position provides IT service management and coordinates delivery, customer experience, and support for multiple technology services used in physical spaces, including Meeting Room Technologies, Classroom Technologies, Student Computer Labs, and several other A/V-related services. This is a hands-on role that requires strong organization, attention to detail, and the ability to manage specialty shipments in a fast-paced environment.

This position has a project assignment of 2 years and is classified as a "specified term appointment" with full fringe benefits. The role is 100% onsite and not eligible for University sponsorship for employment authorization.

Responsibilities

• Coordinate regular maintenance and testing of hardware/software changes in assigned LST services.
• Facilitate tier 3, expert technical support of complex, widespread hardware and software issues for LST services.
• Lead and coordinate service operations for assigned LST services.
• Develop, review, and oversee the management of public, end-user-facing documentation, as well as internal process documentation.
• Manage service change projects including technology refreshes, new deployments, and other changes.
• Maintain effective, civil, and respectful working relationships with the University of Iowa campus community while upholding the University’s commitment to creating a welcoming and respectful environment for all.

Requirements

• A Bachelor’s degree in an appropriate discipline or an equivalent combination of education and related experience in a technical field.
• Professional support experience (typically 3-5 years) with conferencing/video conferencing technologies.
• Proficiency with a variety of A/V technologies and their integration into an enterprise environment.
• Basic knowledge of Windows computers in an enterprise environment.
• Experience with technical project management, including a proven track record of initiating, managing, and completing technology projects, often with multiple stakeholders involved.
• Experience working on and/or leading cross-functional teams.
• Demonstrated ability to effectively work across organizational structures to build strong partnerships and working relationships with team members.
• Strong interpersonal skills with the ability to communicate effectively, both orally and in writing, with all levels of management and project team members, including explaining technical computing concepts to non-technical staff.
• Demonstrated experience developing documentation for technology solutions and services.
• Demonstrated ability to work independently with a strong focus on customer service.
• Strong technology troubleshooting skills, as well as experience developing testing plans to validate data and find resolutions to system-wide problems.
• Valid US driver’s license and ability to meet UI Fleet Safety requirements.
• Ability to occasionally move and transport technology equipment weighing up to 50 lbs.

Desired Qualifications

• Experience implementing Microsoft Teams Rooms or other room-based meeting systems in an enterprise environment.
• Experience supporting technology in a higher educational setting.
• AVIXA CTS certification or other A/V industry certifications.
• Knowledge of IT Service Management (ITSM) principles and practices or those of a similar ITSM framework.
• Experience working with cross-departmental teams and vendors to navigate changes, apply upgrades, and resolve problems.

Benefits

• Exceptional health coverage.
• University-paid life insurance.
• Robust retirement plans.
• Generous leave policies.
• 24/7 support services and well-being resources.
• Access to UI Health Care specialists.
• Professional growth opportunities, including advanced training, leadership development, and tuition assistance.

Location

Iowa City offers a great quality of life with world-class performances at Hancher Auditorium, Big Ten athletics, top-ranked public schools, and outdoor recreation. Join us in making a difference at a leading Big Ten university and premier public research institution.