Learning Environments Technical Support Supervisor

Learning Environments
Technical Support Supervisor

Keck School of Medicine of USC Information Technology

Location

USC Health Sciences Campus Los Angeles

Work arrangement

100% on-site; the workday typically begins at 7:00 a.m.

Reports to

Director of Educational Technology KSOM IT

Supervises

Four audiovisual professionals

Position

Full-time exempt

The University of Southern California is a leading private research university in Los Angeles and a global center for education research the arts technology and innovation. As a USC employee and member of the Trojan Family you will join a dynamic and diverse community and have access to a comprehensive benefits and well-being program designed to support employees and their families.

The Keck School of Medicine of USC ignites discovery through education research and patient care optimizing health for individuals our diverse communities and society as a whole. Our vision is to be the premier destination for those passionate about solving our diverse societys most complex health challenges.

The Keck School of Medicines Audiovisual Services team brings more than 50 combined years of service at USC. The team provides high-touch white-glove audiovisual support for classes lectures symposiums and events in auditoriums classrooms conference rooms outdoor event spaces and specialized teaching facilities.

Audiovisual Services supports seven auditoriums including two showcase auditoriums with full AV control booths; 23 classrooms; seven conference rooms; two outdoor event spaces; a 16-room Clinical Skills Center; and a 36-table gross anatomy laboratory. The teams work directly enables the Keck Schools education research and community mission.

The Learning Environments Technical Support Supervisor is a hands-on audiovisual professional with additional leadership responsibilities. Reporting to the Director of Educational Technology the supervisor leads four AV professionals while personally supporting integrated audiovisual systems live productions classes lectures and events across the Health Sciences Campus.

The supervisor schedules and prioritizes work ensures reliable coverage of supported spaces and either operates or assigns qualified staff to operate the AV control booths in the schools two showcase auditoriums during classes lectures and events. The role serves as the supervisory escalation contact for high-impact technical and service issues and may occasionally need to return to campus for rare evening weekend on-call or emergency coverage. Beyond daily operations the supervisor anticipates emerging technical and service needs aligns staff and resources accordingly evaluates and tests new technologies and identifies opportunities to improve teaching and learning through stronger technologies processes and services.

The successful candidate combines expert technical depth calm and polished customer service sound judgment and a genuine interest in developing people. This individual will help remove technology barriers so faculty students researchers clinicians speakers and guests can focus on teaching learning discovery and collaboration.

Lead the daily operations of Audiovisual Services and directly supervise mentor schedule and develop four AV professionals.

Recruit train coach and evaluate staff; provide clear expectations timely feedback and appropriate performance guidance.

Schedule assign and prioritize work; establish coverage plans; monitor daily performance; and ensure timely completion of service requests and customer follow-up.

Personally provide advanced hands-on audiovisual support and operate AV control booths live-production systems and integrated room technologies when operational needs require it.

Ensure qualified booth coverage for classes lectures symposiums and events in the schools two showcase auditoriums.

Troubleshoot and remediate complex issues involving control systems audio DSP signal flow conferencing and collaboration platforms AV-over-IP lecture capture livestreaming networks operating systems and related hardware and software.

Maintain the readiness and reliability of supported spaces through room checks preventive maintenance incident escalation root-cause follow-up and coordination of repairs.

Ensure accurate ticketing service documentation knowledge reuse operational procedures and consistent shift and coverage transitions.

Manage audiovisual vendors purchasing equipment inventory lifecycle planning and product evaluation; contribute technical information and projections for project budgets.

In partnership with the Director of Educational Technology and AV/IT Integration staff participate in the design drawing and scope review commissioning acceptance and improvement of new or renovated audiovisual systems.

Hold vendors accountable for project requirements system performance documentation training and correction of deficiencies.

Build effective relationships with faculty academic leaders students staff event organizers facilities partners IT colleagues vendors visiting speakers and guests.

Deliver high-touch service by anticipating needs communicating clearly responding calmly under pressure and taking ownership of issues through resolution.

Proactively identifies emerging technical and service needs; evaluates and tests new audiovisual and learning-space technologies; and recommends practical improvements to systems processes service delivery and the teaching and learning experience.

Candidates must meet the following requirements:

Specialized technical training and an associates degree or an equivalent combination of education and directly relevant experience.

At least two years of professional experience supporting audiovisual systems in classrooms auditoriums conference rooms event spaces or comparable environments.

Prior experience formally supervising employees including responsibility for scheduling work assignment coaching and performance expectations.

Demonstrated hands-on experience troubleshooting integrated professional audiovisual systems and supporting live or high-visibility events.

Working knowledge of audiovisual signal flow control systems audio DSP networks videoconferencing and collaboration platforms and ticketing systems.

Ability to coordinate operational coverage manage competing priorities and respond effectively to escalated technical or customer-service issues.

Strong written verbal and interpersonal communication skills including the ability to explain technical information to nontechnical audiences.

Demonstrated commitment to responsive professional and inclusive customer service.

The strongest candidates will also bring one or more of the following:

Four or more years of professional audiovisual experience and two or more years of supervisory experience.

A bachelors degree in audiovisual technology information technology communications electronics or a related field.

Experience supporting higher education academic medicine healthcare education or another complex institutional environment.

Experience with Crestron Biamp Dante Zoom Microsoft Teams AV-over-IP lecture capture event livestreaming or comparable technologies. Training on KSOM-specific platforms can be provided.

Relevant AV/IT industry certification or credential such as AVIXA Certified Technology Specialist (CTS) a Crestron or Extron certification or a comparable manufacturer or industry credential.

Experience operating full AV control booths and supporting lectures symposiums hybrid programs livestreams and other high-profile events.

Experience managing vendors purchasing equipment inventories lifecycle plans and technical input for project budgets.

Experience reviewing audiovisual drawings and scopes of work and participating in system design commissioning acceptance testing or renovation projects.

This position is 100% in person at USCs Health Sciences Campus in Los Angeles. The workday typically begins at 7:00 a.m. to ensure that learning spaces and support coverage are ready before early weekday classes. Staff will ordinarily cover evening and weekend operations; however as the supervisory escalation contact the supervisor may occasionally be required to return to campus for rare evening weekend on-call or emergency coverage.

The annual base range for this position is $79444.42 - $ determining an offer the University of Southern California considers factors such as the scope and responsibilities of the role the candidates experience education training key skills internal peer alignment applicable laws contractual requirements grant funding and market conditions.

The successful candidate must demonstrate through ideas words and actions a strong commitment to USCs Unifying Values of integrity excellence community well-being open communication and accountability.

USC provides benefits-eligible employees with a broad range of programs and resources designed to support their health financial well-being professional development and future. Additional benefits and application information will be provided through the official USC job posting.

Join the Keck School of Medicines Audiovisual Services team and help deliver reliable engaging experiences that advance education discovery and health.

Minimum Education:
Specialized/technical training
Associates degree

Additional Education Requirements
Combined experience/education as substitute for minimum education

Minimum Experience:
2 years

Minimum Skills:
Expertise in computer center operations within a multi-platform environment for networks operating systems and applications.
Working knowledge of networks and collaboration tools.
Solid understanding of information technology concepts for voice and data systems ticket system for problem tracking and/or study in networking and/or computer information systems.
Specialized knowledge of and experience with audio-visual equipment.

USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance and with due consideration for patient and student safety. Please refer to theBackground Screening Policy Appendix Dfor specific employment screen implications for the position for which you are applying.

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at or by email at. Inquiries will be treated as confidential to the extent permitted by law.

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