Supervisor, Audiovisual and Classroom Support - The George Washington University

I. JOB OVERVIEW

Job Description Summary:

GW Information Technology (GW IT) provides empowering tools and caring support for all members of The George Washington University (GW) community. We are focused on driving digital transformation and innovation to enable the academic and operational excellence of our students, faculty, staff, and researchers. At GW IT, we are committed to cultivating a team culture that values diversity, inclusion, respect and collaboration, and invests in each of our team members to grow in their technology and career skills.

The Supervisor, Audiovisual and Classroom Support, leads the Audiovisual Support team across GW’s three campuses, ensuring reliable technology services. This role focuses on enhancing team capabilities, streamlining remote assistance, dispatch, the request resolution processes, and collaborating with GW IT and university stakeholders.

Responsibilities include supervising staff, making hiring decisions, providing coaching and mentoring, managing performance, and planning for future staffing needs. The supervisor ensures service levels meet campus needs, drives continuous improvement in AV support processes, and contributes to lifecycle refresh planning. Operating independently in a fast-paced, high-pressure environment, the supervisor fosters trust, collaboration, and service excellence.

Your job duties will include:

• Supervise audiovisual support staff, manage schedules for adequate coverage, and oversee support ticket queues to ensure timely and thorough resolution of requests.
• Lead the triage process by prioritizing, categorizing, and assigning AV support requests, ensuring urgent issues are escalated promptly and resources are allocated efficiently.
• Analyze and report support metrics and trends to leadership using data to identify areas for improvement and streamline processes.
• Provide hands-on technical guidance to staff, demonstrating AV troubleshooting expertise and basic networking skills.
• Enhance customer service by collaborating with GW schools and administrative units, maintaining and improving service level agreements and operational efficiency.
• Contribute to Technology Lifecycle Refresh execution including scheduling, resource allocation, and vendor coordination.
• Collaboration with the engineering team to develop and implement continuous improvement plans to ensure AV support processes remain reliable, scalable, and aligned with evolving needs.
• Train and advise faculty, staff, and students on technology infrastructure, products, and services; create and maintain user-friendly documentation.
• Manage consumables and operational supplies, track inventory, and report fiscal usage for budget planning and operational continuity.
• Conduct regular checks of learning and collaboration spaces to ensure technology systems are fully operational and meet user needs.
• Build trusted partnerships with GW IT teams and university stakeholders to foster collaboration and align on shared goals.

Perform other duties as required to support the team’s goals and mission.

Minimum Qualifications:

Qualified candidates will hold a high school diploma/GED plus 4 years of relevant professional experience, or, a Bachelor’s degree or higher in a relevant area of study. Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience.

Additional Required Licenses/Certifications/Posting Specific Minimum Qualifications:

Preferred Qualifications:

• Two years’ experience providing functional team leadership and staff development is desired
• Familiarity with overseeing dispatched endpoint and AV device operations including ITIL-based Incident, Change and Problem management is preferred
• Excellent communication, organizational, interpersonal and customer service skills
• Experience providing professional development opportunities to staff.
• Certifications in AVIXA CTS (I or D a plus), Crestron, Extron, Biamp or AMX ecosystems is desired.
• Certification or Knowledge in ITIL/ITSM, HDI support center manager, Six Sigma, ProSci or PMI framework(s) is desired
• Able to read and understand schematic drawings and technical documentation preferred
• Creative problem solving and consistent time management & prioritization skills.
• Demonstrated understanding of IP network-based principles is desired
• Able to occasionally climb ladders and work from heights of 15 feet preferred
• Experience with classroom support management, project management, and audiovisual system installation preferred
• Experience influencing senior level management and key stakeholders is desired.

Hiring Range

$68,359.64 - $131,081.36

GW Staff Approach to Pay

Healthcare Benefits

GW offers a comprehensive benefit package that includes medical, dental, vision, life & disability insurance, time off & leave, retirement savings, tuition, well-being and various voluntary benefits. For program details and eligibility, please visit

II. JOB DETAILS

Campus Location:

Foggy Bottom, Washington, D.C.

College/School/Department:

GW IT

Family

Information Technology

Sub-Family

Tech Support/Service Delivery

Stream

Management

Level

Level 1

Full-Time/Part-Time:

Full-Time

Hours Per Week:

40+

Work Schedule:

Monday – Friday 9am-6pm

Will this job require the employee to work on site?

Yes

Employee Onsite Status

Hybrid

Telework:

Yes

Required Background Check:

Criminal History Screening, Education/Degree/Certifications Verification, Social Security Number Trace, and Sex Offender Registry Search

Special Instructions to Applicants:

Employer will not sponsor for employment Visa status

Internal Applicants Only?

No

Posting Number:

S013503

Job Open Date:

12/20/2024

Job Close Date:

If temporary, grant funded or limited term appointment, position funded until:

Background Screening

Successful Completion of a Background Screening will be required as a condition of hire.

EEO Statement:

The university is an Equal Employment Opportunity/Affirmative Action employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.