Manager, Classroom Technology & Support Services
UNC Charlotte
Full-Time
Closes on Tuesday, February 2, 2027
Job Description
Key responsibilities include:
- Provide ongoing coaching and feedback, conduct annual performance evaluations of permanent staff, and address performance and conduct concerns. Document concerns, implement corrective actions, and monitor follow-through in accordance with University policies and in consultation with leadership and Human Resources.
- Coordinate recruitment, hiring, and onboarding of student employees; collaborate with leadership on permanent staff hiring and employee separations; and coordinate staff training and professional development.
- Oversee daily classroom support and call center operations, ensuring compliance with service ticket procedures, the 10-minute resolution guideline, and the mandatory two-hour service request acknowledgment window. Ensure appropriate escalation and timely follow-through on outstanding issues.
- Develop staffing schedules for a six-day-per-week operation, balance workloads, and adjust coverage for absences, special events, and changing service needs.
- Evaluate ticketing data, customer feedback, and service trends to identify gaps and improve operations. Communicate service disruptions, staffing concerns, and operational priorities to the Director of Learning Space Technology and campus partners.
- Provide hands-on troubleshooting, diagnostics, and maintenance for classroom AV systems and computer workstations. Create, assign, and resolve helpdesk tickets and escalate Tier 3 issues to appropriate vendors or service providers.
- Serve as the primary liaison with OneIT regarding maintenance and security practices for managed IT and AV systems. Collaborate with the AV Integration Team on project planning, technology deployments, and post-installation quality assurance.
- Oversee equipment inventory, replacement, relocation, and surplus procedures, maintain accurate records, and coordinate maintenance and replacement cycles.
- Use Crestron Fusion, Extron GlobalViewer, and other monitoring tools to identify device connectivity and hardware issues and coordinate proactive resolution.
- Develop and maintain operational procedures, FAQs, knowledge-base articles, and training materials. Review technician documentation and maintain emergency call training in collaboration with Police and Public Safety operators.
- Perform other duties as assigned by leadership.
- Oversee assigned direct reports located at both the main campus and The Dubois Center