Duties and Responsibilities:• Prepare, negotiate, and evaluate labor agreements and service contracts. • Review equipment, products, personnel, as well as technical and support needs to maintain and support contracts and all areas of operations. • Create institutional relationships to source new customers, maintain and create support avenues. Lead and participate in cross-organizational teams to achieve department and university wide goals.• Maintain historical and current data, metrics, and KPI’s create and achieve short and long-term planning, goals and objectives. • Manage support operations including incident, request, and knowledge management to drive excellence in all Audiovisual Services areas of business.• Provide leadership in developing and maintaining cost-effective services, and designing technology applications to meet business and customer needs. • Provide consultations to customers and provide solutions to problems with instructional technologies. • Implement policies and procedures to resolve problems and manage the needs of the customer.• Develop and mature ITSM-based processes to ensure proper handling and remediation of all support-related issues regarding instructional technologies and related services. • Manage and supervise full-time professional staff and part-time staff (14 FTE) including hiring, training, performance management and mentoring, goal setting, coaching, and allocating day-to-day resources to achieve goals and maintain the highest levels of customer satisfaction. • Oversee and manage databases for all areas of Audiovisual Services including human resource management, equipment inventory management, knowledge management for both internal and external users, and customer-facing websites and web forms. • Work with various IT departments to maintain proper incident tracking applications including SOP’s, special business customization, and proper communications to customers done within these systems.