Manager Classroom Technology & AV Operations

Interested applicants should apply through Jobs at Oberlin, by using the following link: https://jobs.oberlin.edu/postings/17189

The Center for Information Technology (CIT) is the central provider of technology services and a strategic partner on technology initiatives across Oberlin College & Conservatory. CIT supports enterprise infrastructure, academic and research technology, instructional design and support, information security, telecommunications, classroom technology, and end-user support. CIT plays a key role in advancing Oberlin’s digital transformation in support of teaching, learning, research, and operations.

The Manager of Classroom Technology & AV Operations is a full-time, 12 month Administrative and Professional (A&PS) staff position reporting to the Director of Academic Technology in CIT. This role provides operational leadership for classroom technology, audiovisual (AV) services, and media technologies across the college and conservatory.

The Manager is responsible for ensuring reliable, high-quality AV and classroom technology services that support academic and administrative priorities. The role balances day-to-day operational management, team leadership, and process execution, while partnering closely with Academic Technology leadership on standards, strategy, and long-term planning.

This position is designed to support growth in the scope and maturity of academic technology services while maintaining clear escalation paths and shared accountability with CIT leadership.

Operational Leadership & Service Delivery

• Manage and support all classrooms, meeting rooms, multi-purpose rooms, and instructional media technologies, ensuring reliability, consistency, and excellent end-user experiences.
• Oversee daily AV and classroom technology operations, including incident response, service requests, preventive maintenance, and equipment lifecycle management.
• Ensure timely resolution of urgent and complex support issues, escalating strategically significant issues to the Director as appropriate.
• Coordinate and manage the AV equipment checkout program, Media and Integrated Arts equipment check-out, and shared instructional technology resources.

Team Leadership & Development

• Lead and supervise a team of OCOPE (union) employees specializing in educational media, equipment, and administrative duties.
• Foster a culture of professionalism, collaboration, accountability, and continuous improvement.
• Provide regular coaching, feedback, and mentoring to staff, supporting both technical skill development and interpersonal growth.
• Plan and deliver regular training for AV staff focused on technology, customer service, safety, and IT service management practices.

Customer Experience & Stakeholder Engagement

• Create and sustain a culture of customer service excellence in partnership with the Service Desk and CIT teams.
• Actively engage with faculty, staff, and students to understand instructional and operational needs and translate them into effective AV solutions.
• Serve as a primary operational point of contact for classroom and AV services, while escalating institutional sensitive issues to leadership.

Process Management & Documentation

• Define, document, and communicate AV and classroom technology processes to ensure consistency, transparency, and alignment with ITILv4 and Change Management best practices.
• Contribute to the development and maintenance of a comprehensive Knowledge Base to support self-service and first-tier resolution.
• Manage AV-related service catalog entries, ensuring clarity of offerings, expectations, and request pathways.
• Establish and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for AV services, reporting trends and opportunities for improvement.

Technology Implementation & Standards Execution

• Implement and maintain AV and classroom technology standards defined in partnership with Academic Technology leadership.
• Design, deploy, and maintain audiovisual systems in classrooms, meeting spaces, and event venues.
• Collaborate with other CIT teams (Networking, Client Services, Information Security) to ensure AV systems integrate effectively with the broader technology ecosystem.
• Support technology pilots and emerging solutions (e.g., wireless presentation, AV-over-IP) under the guidance of Academic Technology leadership.

Project Coordination & Cross Functional Collaboration

• Coordinate AV components of classroom upgrades, renovations, and small-to-medium projects.
• Participate in planning discussions with Facilities, Construction, Event Services, and academic departments, escalating strategic design decisions to the Director.
• Track project progress, risks, and dependencies related to AV operations and classroom technology.
• Support for other duties as assigned by the Director of Academic Technology.

Qualifications

• Strong understanding of AV system design, control system programming, DSP, QA/QC, and classroom technology environments.
• Working knowledge of IP networking concepts.
• Demonstrated ability to manage multiple priorities in a fast-paced, service-oriented environment.
• Strong interpersonal, communication, and customer service skills, with the ability to communicate technical concepts to non-technical stakeholders.
• Experience with IT service management tools and familiarity with ITIL/ITSM principles.
• Demonstrated leadership skills with experience coaching and developing staff.
• Minimum of three years of experience in audiovisual or media technology operations and team management, including digital control systems and IP-based technologies, or an equivalent combination of education and experience.

Key Competencies

• Professional judgment and emotional intelligence in high pressure situations.
• Ability to balance advocacy for staff with institutional responsibility.
• Clear communication and conflict management skills.
• Operational rigor paired with adaptability.
• Commitment to equity, inclusion, and respectful workplace culture.

Desired Qualifications

• Experience with AV resource management platforms such as Extron, Crestron, AV-over-IP, etc.
• ITIL Foundation certification or related service management training.
• Team management/leadership experience working in higher education or similarly complex, stakeholder-rich environments.
• Bachelor’s degree in Information Technology, Computer Science, Audio Engineering, Music/Recording Arts, or a related field, or equivalent professional experience.