Audio Visual Service & Support Lead

Apply now Job no: 540964
Work type: Staff
Location: San Luis Obispo
Categories: Unit 9 - CSUEU - Technical Support Services, Probationary, Full Time, Information Systems & Technology, On-site (work in-person at business location)
Position Description

Job Summary

Under general supervision, the Audio Visual Service & Support Lead plays a critical role in supporting the Information Technology Services (ITS) - Infrastructure & Platform Services group at Cal Poly. This position coordinates and leads the technical aspects of the audio-visual tier 2 support team and oversees minor capital construction projects. The successful candidate is responsible for the design, build, implementation, and ongoing support of audio-visual services across campus.

The role involves significant collaboration with various internal and external stakeholders, including academic departments, administrative units, vendors, and contractors, to ensure seamless integration of audio-visual systems and smooth project execution. The Audio Visual Service & Support Lead communicates regularly with customers and the ITS team, providing updates on project progress and addressing technical concerns.

Additionally, this position oversees enterprise-level systems and related infrastructure, ensuring consistent service delivery and prompt resolution of issues. The Audio Visual Service & Support Lead is responsible for maintaining system integrity, reliability, and overall functionality while managing vendor relationships and ensuring projects meet campus objectives and compliance standards.

Key duties include supporting tier 2 service, addressing technical problems, providing task coordination for the team, developing project plans, and implementing best practices for documentation and process management. This position requires a proactive approach, strong leadership skills, and the ability to work collaboratively across different departments to meet the evolving needs of the campus community.

Department Summary

Information Technology Services (ITS) is a fast-moving team that is responsible for helping Cal Poly achieve academic excellence through developing and implementing learning, teaching, and administrative solutions which leverage technology that align with strategic goals and objectives. With a focus on continuous improvement, ITS fosters innovation, supports continuous learning, and develops people to their full potential. Our team of more than 170 professionals works in a DevOps environment to shape the technology landscape at Cal Poly.

Key Qualifications

  • Service Lead Responsibilities (50%):

    1. Customer Service: Works with manager and director to ensure outstanding customer service and support.
    2. Absence Management: Works with the manager to support absence management reporting (manager approves or denies).
    3. Team Feedback and Mentoring: Works with manager to provide performance feedback to support staff evaluations. Fosters ITS values and mentors peers.
    4. Best Practices: Leads best practices for security, policy, and procedure. Ensures service and operational escalation, incident management, and lessons learned for the service area.
    5. Task Coordination and Work Planning: Prioritizes and assigns daily work; responsible for work planning, such as work completion, sprint planning, standup meetings.
  • Essential Job Functions 
    1. Consultative Support: Provide the highest level of customer service, collaboration, and consultative relationships with the campus community.
    2. Technical Analysis and Problem Solving: Understand, analyze, and diagnose user needs; resolve problems in a timely manner.
    3. Project Documentation and Collaboration: Develop Statements of Work (SoW) for project-specific activities, coordinate with vendors, and ensure contractual agreements are met. Collaborate with stakeholders to ensure proper communication and update campus standards.
    4. Continuous Improvement: Contribute to continuous improvement of workflow and support processes. Ensure users have correct access privileges; apply campus information security policy and standards.
    5. Escalation and Support: Escalate problems appropriately. Provide support to both technical and non-technical staff. Collaborate with stakeholders to identify and implement procedures for smooth service delivery.

Education and Experience

  • Bachelor’s degree and two years of relevant experience.
  • Additional qualifying experience may be substituted for up to two years of required education on a year-for-year basis.

Salary and Benefits

Anticipated Hiring Range: $85,000 - $105,000 Per Year

Classification Range: $58,944 - $145,488 Per Year

Cal Poly offers a best-in-class benefits program, including health, dental and vision insurance, retirement participation in the Public Employees' Retirement System, and educational benefits for eligible employees. See our benefits website for additional information. 

Cal Poly

Cal Poly is a nationally-ranked public university located in San Luis Obispo, California, and known for its Learn by Doing philosophy. Each year more than 20,000 top-tier students come to San Luis Obispo to put knowledge into action, taking their learning outside the classroom as they prepare for careers in engineering, agriculture, science, business, humanities and the built environment. Cal Poly’s hands-on philosophy, small class sizes and close student-faculty mentorships result in graduates ready from day one to impact their communities, California and the world. For more information, visit

Diversity Statement

At Cal Poly, we believe that cultivating an environment that embraces and promotes diversity is fundamental to the success of our students, our employees and our community. Bringing people together from different backgrounds, experiences and value systems fosters the innovative and creative thinking that exemplifies Cal Poly's values of free inquiry, cultural and intellectual diversity, mutual respect, civic engagement, and social and environmental responsibility.

Cal Poly's commitment to diversity informs our efforts in recruitment, hiring and retention. Cal Poly is an equal opportunity employer. 

Supplemental Information

Following a conditional offer of employment, a background check (including a criminal records check) must be completed satisfactorily before any candidate may start work with Cal Poly. Failure to satisfactorily complete the background check may result in the withdrawal of the offer of employment. Current employees who are offered positions on campus will be required to undergo a background check for any position where a background check is required by law or that Cal Poly has designated as sensitive.

The person holding this position is considered a 'mandated reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

Cal Poly, San Luis Obispo is not a sponsoring agency for staff positions (i.e. H-1B visas).

Positions are posted for a minimum of 14 calendar days.

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