Assistant Director, Client AV Services.

Hanover, NH • Onsite only • Regular Full Time • 40 hours per week • 12 months per year

About the role

The Assistant Director of Client AV Services leads the delivery of audio/visual (AV) services and related client technology solutions at the Tuck School of Business. This role oversees a team of Client AV Technologists, coordinates AV services for classrooms and events, and ensures alignment with Tuck’s mission, strategy, and institutional priorities. With a focus on proactive service delivery, innovation, and collaboration, the position bridges AV technology with the needs of Tuck’s students, faculty, and staff, contributing to an exceptional educational and operational experience.

Responsibilities

• Oversees and manages Client AV technology services, including AV support for classrooms, meetings, and events, ensuring high-quality experiences for the Tuck community.
• Supervises the scheduling, management, and performance of Client AV Technologists assigned to support classes, events, and meetings, with an emphasis on high-profile events.
• Evaluates, proposes, and implements improvements to AV capabilities, including equipment installations, upgrades, and readiness checks for both main campus and remote locations.
• Develops and maintains operational standards, equipment specifications, and maintenance schedules, ensuring consistent service delivery and AV equipment reliability.
• Coordinates with AV Engineering for installations, upgrades, and maintenance, fostering positive relationships that support Tuck’s AV team and community needs.
• Provides training programs and develops instructional materials for users on AV systems, helping faculty, staff, and students maximize technology use.
• Provides back-up operational support and coverage during high-volume periods and times of limited staffing.
• Partners with the Senior Director of Client Services to help shape and execute strategic goals, roadmaps, and priorities for instructional technology and AV services.
• Drives innovation in AV technology and services, identifying trends and incorporating best practices to enhance the learning and event experience at Tuck.
• Engages in professional development to stay current with AV technology advancements and best practices, contributing to the team’s expertise and service quality.
• Leads and supports process improvement initiatives aimed at optimizing service delivery and operational efficiency.
• Manages HR responsibilities, including performance evaluations, training, and adherence to HR policies.
• Mentors and develops Client AV Technologists, identifying growth opportunities and providing career development pathways.
• Participates in recruitment and hiring to expand the AV team and creates structured onboarding programs to ensure effective team integration.
• Plans and allocates resources effectively to support instructional technology and AV service demands across Tuck.
• Builds strong relationships with faculty, staff, and students to understand their instructional technology and AV needs, acting as a liaison to represent these requirements.
• Consults with clients to design and implement solutions tailored to specific AV and instructional technology requirements.
• Works closely with IT colleagues, promoting cross-team collaboration and knowledge sharing to enhance service delivery.
• Mentors colleagues by sharing insights, offering guidance, and fostering a culture of continuous learning and improvement within Tuck IT.
• Demonstrates professionalism and collegiality through actions, interactions, and communications with others appropriate to an environment that is welcoming to all.
• Performs other duties as assigned.

Requirements

• Associate’s degree with 5-7 years of relevant work experience, or an equivalent combination of education and experience.
• At least 2 years in a supervisory role, leading dynamic teams, managing performance, and coaching, developing, and mentoring team members.
• Demonstrated commitment to continuous learning and professional development, with the ability to stay current on the latest AV technology, trends, and best practices, including adaptability, embracing change, and implementing new solutions efficiently.
• Mastery in supporting AV systems, desktop and mobile operating systems, applications, and peripherals, including complex hybrid event setups using video conferencing solutions, macOS and Windows environments, and a variety of collaboration tools.
• Strong understanding of client perspectives and a commitment to delivering exceptional, client-focused service.
• Effective verbal and written communication skills.
• Ability to thrive in a fast-paced, client service-oriented environment, handling multiple tasks and priorities.
• Demonstrated leadership skills in project management and process improvement.
• Self-motivated and capable of working independently with limited supervision.
• Relevant certifications such as CTS (Certified Technology Specialist), Crestron, or Extron.
• Demonstrates expertise in performing root cause analysis in complex systems.
• Experience designing and modifying processes to improve the client experience.

Preferred Qualifications

• Bachelor’s degree and at least 7 years of relevant work experience, or an equivalent combination of education and experience.
• Experience working in an academic environment.
• Experience using IT service management software.
• Familiarity with video editing methodologies and tools such as Adobe products, Final Cut Pro, or similar.
• Demonstrates knowledge of scripting through experience, education, or certification.
• Familiarity with endpoint management concepts and tools.

Pay

$85,000 – $105,000 per year