Manager, Classroom Technology & Support Services

Position Information

General Information

Position Number 007750 Vacancy Open to All Candidates Working Title Manager, Classroom Technology & Support Services Position Designation EHRA Non-Faculty 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 Exempt Division Academic Affairs Department Digital and Professional Learning Work Location Cameron Building 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.

Minimum Education/Experience

• Bachelor's degree;
• 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.

Special Notes to Applicants

• Please include 2 references, one of which 1 is required to be from a current or previous supervisor.
• Transportation and a valid driver's license are required for this position.
• You must meet the ADA requirements of this position (Medium work (21 to 50 lbs.).
• Please complete the questions in detail to be considered for this position.
• The finalist will be subject to a criminal background check and motor vehicle report.
• The successful candidate must live within a commutable distance to campus.
• This position requires working on-site and is not eligible for telework. Information about the university's benefits package can be found at https://hr.charlotte.edu/benefits.

Posting Open Date 11/05/2026 Posting Close Date Open Until Filled Yes Proposed Hire Date 01/11/2027 If time-limited please indicate appointment end date Contact Information

Posting Specific Questions

Required fields are indicated with an asterisk (*).

• • How did you hear about this employment opportunity?

• UNC Charlotte Website

• HERC Job Board

• Inside Higher Education

• Mitratech Circa (formerly known as Local JobNetwork)

• Another Website

• Agency Referral

• Advertisement/Publication

• Personal Referral

• Other

• Where did you learn about this posting?

(Open Ended Question)

• • Do you have a bachelor's degree, 3 years of audiovisual support experience, or an equivalent combination of education and relevant work experience?

• Yes, at least a bachelor's degree and 3 years of audiovisual support experience.

• Yes, an associate degree and 5 years of audiovisual support experience.

• Yes, a high school diploma and 7 years of audiovisual support experience.

• No

• • Do you have 2 years of management or supervisory experience?

• Yes

• No

• • Please describe your experience supervising technical support staff, including employee scheduling, training, performance management, and accountability.

(Open Ended Question)

• • Please describe your experience managing the daily operations of a technical support or service desk team. What tools, processes, or systems have you used to organize workloads, track service requests, monitor staff performance, and ensure timely resolution of issues?

(Open Ended Question)

• • Please describe your hands-on experience supporting and troubleshooting audiovisual systems, including control systems, video distribution, and audio processing equipment. Identify any experience you have with Extron, Crestron, Biamp, or similar technologies, and describe the level of technical support you have provided.

(Open Ended Question)

Applicant Documents

Required Documents

• Resume / Curriculum Vitae
• Cover Letter / Letter of Interest
• Contact Information for References

Optional Documents