AV Support Manager

Harvard University; Boston (MA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Generous paid time off

Medical, dental, and vision insurance

Retirement plans with university contributions

Professional development opportunities

Job summary

Harvard University is seeking an AV Support Manager to lead the operations of audiovisual support services across its campus. This role involves managing daily operations and collaborating with various teams to ensure efficient service delivery. The ideal candidate will bring at least five years of relevant experience and a commitment to customer-focused support.

The position requires strong technical expertise in audiovisual systems and involves supervising a dedicated support team while actively participating in service delivery. Benefits include generous paid time off, health insurance, and professional development opportunities.

Qualifications

• Supervisory experience is required.
• Hands-on experience with AV support services is essential.
• Strong commitment to customer service.

Responsibilities

• Lead daily audiovisual support operations for various environments.
• Provide operational support during academic and administrative activities.
• Manage service delivery operations and staff performance.

Skills

Technical expertise in audiovisual

Customer-focused technology support

Project management skills

Education

Minimum of five years’ post-secondary education or relevant experience

Tools

Audio-visual equipment

Information technology applications

Job description

Company Description

By working at Harvard University, you join a vibrant community that advances Harvard's world‑changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Why join Harvard Medical School?

Harvard Medical School's mission is to nurture a diverse, inclusive community dedicated to alleviating suffering and improving health and wellbeing for all through excellence in teaching and learning, discovery and scholarship, and service and leadership.

You’ll be at the heart of biomedical discovery, education, and innovation, working alongside world‑renowned faculty and a community dedicated to improving human health. This is more than a job – it’s an opportunity to shape the future of medicine.

Job Description

Harvard Medical School IT is seeking an AV Support Manager to lead the operational delivery and continuous improvement of audiovisual support services across teaching, learning, conference, and event spaces throughout the HMS campus. Reporting to the Sr Director, Education Technology this role oversees daily audiovisual operations supporting in‑person, hybrid, and remote academic and administrative activities across the HMS quad five days per week.

This is a hands‑on operational leadership role responsible for supervising the audiovisual support team while actively participating in the delivery of classroom, conference, and event support services. The Manager oversees operational workflows, scheduling, triage, and escalation management related to audiovisual and event support activities, ensuring timely and effective service delivery across a high‑volume, fast‑paced environment. The position collaborates closely with HMS IT teams, facilities staff, vendors, and academic stakeholders to maintain reliable audiovisual services and support exceptional user experiences for faculty, students, staff, and guests.

The Manager also leads continuous improvement efforts related to service delivery, operational processes, ticketing workflows, scheduling systems, and support documentation. The ideal candidate brings strong operational leadership, experience managing audiovisual support services in complex environments, and a commitment to responsive, customer‑focused technology support.

Core Duties

• Lead daily audiovisual support operations for classrooms, conference spaces, hybrid learning environments, and campus events across the HMS quad.
• Provide hands‑on operational support for in‑person academic, research, administrative, and event activities five days per week, including live troubleshooting and escalation management.
• Supervise audiovisual support staff, including staffing coordination, workflow management, training, performance management, and contractor oversight as needed.
• Manage service delivery operations, including ticket triage, scheduling workflows, escalation processes, and coordination of high‑priority support requests.
• Coordinate audiovisual support for live events, video conferencing, streaming, recording, and multimedia production activities.
• Develop and maintain operational procedures, training materials, knowledge base documentation, and service standards for audiovisual support services.
• Monitor service metrics, ticket trends, scheduling workflows, and customer feedback to identify opportunities for continuous improvement and operational efficiency.
• Collaborate with HMS IT teams, vendors, facilities staff, and external partners to support audiovisual infrastructure, maintenance activities, upgrades, and technology rollouts.

Working Conditions

• Work is performed in an office setting.

Physical Requirements

• Able to lift up to 40 lbs unassisted.

Qualifications

Basic Qualifications

• Minimum of five years’ post‑secondary education or relevant work experience.
• Supervisory experience.

Additional Qualifications and Skills

• Demonstrated technical expertise in an area/s of multimedia or audio visual essential.
• Knowledge of information technology applications, processes, software and equipment.
• Demonstrated project management skills.

Certificates and Licenses

• CTS Certifications.

Additional Information

• Standard Hours/Schedule: 35 hours per week
• Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position.
• Pre‑Employment Screening: Identity, Criminal
• Staying Informed About Your Application: Due to the high volume of applications, we may not always be able to reach out right away, but you can track your status anytime through the Careers@Harvard portal.

Work Format Details

This position has been determined by school or unit leaders that all duties and responsibilities must be performed at a Harvard or Harvard‑designated location. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 058. Please visit Harvard's Salary Ranges to view the corresponding salary range and related information.

Benefits

• Generous paid time off including parental leave
• Medical, dental, and vision health insurance coverage starting on day one
• Retirement plans with university contributions
• Wellbeing and mental health resources
• Support for families and caregivers
• Professional development opportunities including tuition assistance and reimbursement
• Commuter benefits, discounts and campus perks

Learn more about these and additional benefits on our Benefits & Wellbeing Page.

EEO/Non‑Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non‑discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non‑discrimination policy. Harvard's equal employment opportunity policy and non‑discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.