Manager, Classroom Technology & Support Services

University of North Carolina

Charlotte (NC)

On-site

USD 80,000 - 85,000

Full time

12 hours ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

The University of North Carolina at Charlotte seeks a Classroom Support Manager to oversee the daily operations of the Classroom Support team, ensuring ticket procedures and response timelines are met. You will create staffing coverage, onboard staff, and coordinate with the central IT team on maintenance and security of managed systems.

With 3+ years in audiovisual support and 2+ years of supervisory experience, you will lead, coach, and evaluate performance across permanent, temporary, and

Qualifications

Three years of audiovisual support experience or equivalent combination of education and relevant work experience.
Two years of management or supervisory experience.
Experience supervising technical support teams, including setting expectations, delegating responsibilities, coaching and training employees, evaluating performance, resolving conflicts, and addressing performance concerns.
Strong written and verbal communication skills across departments, managing customer escalations effectively.
Strong operational planning and organizational skills, including staffing for a six-day-per-week operation and coverage across call center and technical support functions.
Advanced expertise troubleshooting classroom AV systems (Extron, Crestron, Biamp, microphones).
Experience programming Extron AV control systems is preferred.
Ability to exercise independent judgment using helpdesk ticketing and AV hardware management systems to monitor service times and improve accountability.

Responsibilities

Oversee daily operations of the Classroom Support team and ensure ticket procedures and response timelines are met.
Create and maintain staffing coverage for all Classroom Support staff.
Onboard and train Classroom Support staff and supervise performance.
Coordinate with central IT (OneIT) on maintenance and security of managed systems.
Manage tickets in the university ticketing system and supervise inventory and surplus of equipment.
Plan equipment maintenance and replacement cycles to ensure ongoing operations.
Coordinate with AV teams for project planning and setup of PC’s, intercoms, and network switches.
Monitor device connections remotely to proactively resolve AV hardware issues.
Create and maintain Classroom Support FAQs and training content.
Other duties as assigned by the supervisor.
Three years of audiovisual support experience; or equivalent education and experience.
Two years of management or supervisory experience.

Skills

Audiovisual support

Management experience

Communication skills

Operational planning

Troubleshooting AV

Extron/Crestron experience

AV control systems programming

Helpdesk ticketing systems

Independent judgment

Education

Higher education experience preferred

Tools

Crestron Fusion

Extron control systems

Biamp audio processors

Job description

Position Information

General Information

Position Number

Position Number 007750

Vacancy Open to

Vacancy Open to All Candidates

Working Title

Position Designation

Position Designation EHRA Non-Faculty

Employment Type

Employment Type Permanent - Full-time

Months per Year 12

Work Schedule

7:00 am – 4:00 pm; Monday – Friday with occasional evening and weekend hours required, as necessary.

Hours per week 40

FLSA Status

FLSA Status Exempt

Division

Division Academic Affairs

Department

Department Digital and Professional Learning

Work Location

Salary Range

Salary Range $80,00 - $85,000

Primary Purpose of Department

Digital and Professional Learning ( DPL ) is a unit within the division of Academic Affairs, reporting to the Associate Provost. DPL works collaboratively with departments, colleges, and academic support units to ensure integrated partnerships for enrollment growth, student success, and faculty effectiveness in teaching.

Primary Purpose of Position

The primary purpose of the Classroom Support Manager position is to oversee the daily operations and workflows of the Classroom Support Team and supervise its permanent, temporary, and student staff. The manager is responsible for ensuring reliable, responsive, and customer-focused technology support that minimizes disruptions to teaching and learning.

Service desk management includes establishing and enforcing consistent procedures, ensuring staff accountability, and maintaining efficient daily operations. Responsibilities include ensuring compliance with service ticket procedures, the 10-minute resolution guideline, and the mandatory two-hour service request acknowledgment window; maintaining accurate records of classroom equipment replacements, relocations, and surplus; escalating Tier 3 issues to appropriate vendors or service providers; and developing and maintaining operational procedures and knowledge-base documentation. The manager monitors service performance, evaluates ticketing data and service trends, identifies opportunities for improvement, and ensures timely follow-through on outstanding issues.

Supervisory responsibilities include establishing clear performance expectations, providing ongoing coaching and feedback, conducting annual evaluations of permanent staff, and addressing employee performance or conduct concerns in accordance with University and departmental policies. The manager is also responsible for recruiting, hiring, and onboarding temporary and student staff; assisting with the hiring of permanent employees; coordinating staff training and professional development; and maintaining emergency call training in collaboration with Police and Public Safety operators.

The position operates with significant independence and requires sound judgment, effective organizational skills, and proactive communication with the Director of Learning Space Technology and campus partners regarding operational priorities, service disruptions, staffing concerns, and matters requiring additional guidance or escalation.

Summary of Position Responsibilities

Oversee daily operations of the Classroom Support team, ensuring service ticket procedures are followed and the established timelines for service request acknowledgement and resolution are met:

Create and maintain a coverage schedule for all Classroom Support permanent, temporary, and student employees.
Ensure proper onboarding and continued annual training of Classroom Support staff.
Serve as primary liaison with the central IT team (OneIT) regarding standard practices for maintenance and security of managed systems.
Create, resolve, and assign helpdesk tickets using the university ticketing system
Lead support equipment inventory efforts and surplus procedures for all University equipment.
Plan and implement equipment maintenance and replacement cycles as needed to ensure ongoing operations of deployed AV equipment and workstations.
Coordinate with the AV Integration Team to assist with project planning and preparation of PC’s, intercoms, and network switches.
Remotely monitor device connection statuses using Crestron Fusion, Extron GlobalViewer, and other software tools to proactively resolve AV device hardware issues.
Create and maintain all Classroom Support FAQ’s and “Show-me, tell-me” guides
Create and maintain training content for onboarding of Classroom Technology and Support Services staff.
Other duties as assigned by the supervisor.
Three years of audiovisual support experience; or an
Equivalent combination of education and relevant work experience.
Two years of management or supervisory experience.

Preferred Education, Knowledge, Skills and Experience

Experience in a higher education environment is preferred.
Demonstrated success supervising technical support teams, including setting expectations, delegating responsibilities, coaching and training employees, evaluating performance, resolving conflicts, and addressing performance concerns.
Strong written and verbal communication skills, including coordinating across departments, communicating operational priorities and concerns, and managing customer escalations effectively.
Strong operational planning and organizational skills, including developing staffing schedules for a six-day-per-week operation, balancing workloads, and maintaining coverage across call center and technical support functions.
Advanced expertise in troubleshooting classroom audiovisual systems, including Extron and Crestron control and video distribution technologies, Biamp audio processors, and microphone systems. Experience programming Extron AV control systems is preferred.
Demonstrated ability to exercise independent judgment and use helpdesk ticketing and AV hardware management systems to monitor service response times, identify operational gaps, and improve team accountability and service quality.

Necessary Certifications/Licenses

Preferred Certifications/Licenses

AVIXA Certified Technology Specialist ( CTS ) certification and relevant AV manufacturer certifications, such as those offered by Crestron or Extron, are preferred.

Required Documents