The Manager of IT Support and Audio-Visual Systems ensures that all members of the Clarkson community receive effective, efficient and friendly technical support. They manage a team of IT Support and AV professionals and Student Employees as they deliver services such as Help Desk, Audio Visual, Desktop support, Loaner Pool, Knowledgebase, and Classroom Technology in day to day operations and events. This role contributes to effective communications with the Clarkson community through a range of available media. This role reports to the Director of Academic Technology and Support.

• Ensure delivery of high-quality technical support for students and the campus community;
• Manages AV solution design and deployment for University events
• Oversee the IT and Audio-Visual support of computer labs, classrooms,
• faculty/administrative offices, event spaces and other community facing facilities.
• Manage team of IT Support Specialists, Audio Visual (AV), and Student Employees;
• Manages projects within OIT, including purchases and expenditures
• Collaborates on OIT leadership initiatives;
• Fosters productive, high performing teams
• Manage IT/AV projects within prescribed time and budget criteria
• Identify common challenges of our community members and develop self-service resources, knowledge base articles, and other support materials.
• Document and track community interactions and issue resolutions using the University ticket system.
• Continuously seek opportunities to improve the technical support experience and provide feedback to the team,
• Include accessibility evaluation in design testing (e.g., usability testing, use case tests)
• Exemplify the Clarkson University values in all activities
• Other duties as assigned

Education:
Minimal Qualifications: Associate’s degree in Information Technology or
Communications (or related field)
Preferred Qualifications: Bachelor’s degree in an IT related field

Experience:
Minimal Experience: 3 years of progressive, related experience
Preferred Experience: 5 years progressive, related experience preferably in higher
education.

• Leadership and Team Management: Demonstrated ability to supervise, mentor, and develop diverse teams of professional and student employees in a collaborative environment.
• Customer Service Excellence: Strong commitment to delivering responsive, high-quality technical support to faculty, staff, and students.
• Technical Expertise: Comprehensive understanding of IT support operations, including hardware, software, and network troubleshooting across academic and administrative environments. Expertise with Microsoft, Google, Adobe, Duo preferred.
• Audio Visual Systems: Experience with AV solution design, deployment, and support for classrooms, labs, and live campus events. Expertise with Extron preferred.
• Project Management: Proven ability to plan, execute, and oversee IT and AV projects within defined scope, budget, and timelines.
• Strategic Collaboration: Skilled in cross-departmental communication and participation in leadership initiatives to improve service delivery.
• Analytical and Problem-Solving: Ability to identify recurring technical issues, assess root causes, and implement sustainable solutions.
• Documentation and Knowledge Management: Competence in maintaining detailed records using ticketing systems and developing self-service resources or knowledge base articles.
• Continuous Improvement: Commitment to evaluating and enhancing support processes to optimize the end-user experience.
• Accessibility and Usability Awareness: Understanding of accessibility standards (e.g., WCAG) and experience incorporating accessibility evaluations into system and AV design testing.
• Budget and Resource Management: Experience managing technology purchases, tracking expenditures, and ensuring cost-effective use of resources.
• Interpersonal and Communication Skills: Excellent written and verbal communication skills; ability to explain technical concepts clearly to non-technical audiences.
• Adaptability and Initiative: Capacity to manage shifting priorities, handle multiple concurrent projects, and take proactive steps to meet institutional needs.
• Values Alignment: Demonstrated integrity, professionalism, and commitment to the University’s mission and values in all professional activities.

The physical demands characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Health & Safety: All staff has a statutory responsibility to take reasonable care of themselves, others and the environment and to prevent harm by their acts or omissions. All staff is therefore required to adhere to the University’s Health, Safety, and Environmental Policy & Procedures.

DISCLAIMER: The above statements are designed to indicate the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all duties, responsibilities, skills, and qualifications required of personnel so classified.

Special Instructions to Applicants: An equal opportunity/affirmative action employer, Clarkson actively seeks and encourages applications from veterans and people with disabilities. 

All offers of employment are subject to the applicant successfully passing a background check (including, but not limited to, employment verification, educational and other credential verification, and criminal records