Audio Visual Video Collaboration Manager

IT@JH Networking, Telecom and Data Center is seeking an Audiovisual Video Collaboration Manager who is responsible for leading a team comprised of design engineers and multimedia technicians supporting the audiovisual and video collaboration services for the Johns Hopkins University and Health System. We are looking for a candidate with a robust background in AV design, well-versed in setting up and breaking down audiovisual & video conferencing equipment, active in keeping up to date on new technology and equipment, excited to build and foster relationships with internal and external stakeholders and possesses the ability to thrive in a collaborative team environment.

Specific Duties & Responsibilities

• Provide management and oversight to the design engineers and multimedia technicians in the design, planning, implementation and ongoing support of audiovisual and video conferencing systems to meet the specific requirements and vision of our customers.

• Promote and drive team collaboration and maintain team morale; provide frequent performance coaching/mentoring and encouraging effective behavior for individual and team success; articulate the AVC team vision and strategy in a way that motivates others to action.

• Work collaboratively in a team environment, build effective teams and establish strong relationships with stakeholders, including senior management, other teams & departments, vendors, integrators and guests. Able to establish and advance positive working relationships and a strong rapport with a diverse community of colleagues including team members, stakeholders, and customers.

• Articulate AVC design standards and processes to technical as well as non-technical audiences.

• Possess advanced organizational skills and able to balance competing priorities to deliver concurrent projects to various stakeholder types.

• Drive a consistent and high-quality support experience across the organization.

• Establish and uphold a comprehensive framework of AV policies and procedures, leveraging strategic coordination with vendors and contractors, and actively participating in comprehensive budget planning initiatives.

• Drive the creation and enhancement of all onsite documentation (including Standard Operating Procedures (SOP) and Onsite Staff Handbooks). Ensure documentation processes and procedures are maintained.

• Collect and analyze end-user feedback for continuous improvements; Facilitates operational improvements which streamline processes, leverage automation, eliminate inefficiencies, and enable scale.

• Collaborate with clients to understand their unique AV needs, offering standard solutions that are tailored appropriately to ensure customer satisfaction. Collaborate closely with project managers, engineers, and clients to comprehend project objectives and offer expert guidance on AV design solutions.

• Drive a consistent and high-quality support experience across the organization; facilitate operational improvements to streamline processes, leverage automation, eliminate inefficiencies and enable scale; Collect and analyze end-user feedback for continuous improvements.

• Participate in walk-through, pre-conference and post-conference meetings with customers when necessary.

• Oversee incoming AV requests- assign to AV technicians when appropriate, request additional information if needed or escalate to leadership for further discussion.

• Research and stay current with new and emerging technologies and platforms.

Specific Devices, Software, Projects

• Cisco & Poly video conferencing codecs, Mersive Solstice Pods, Crestron control systems, LCD/Laser projection systems, microphones, sound systems, etc.

Scale/size of Area, Project and/or System Supported

• This team supports both JHHS and JHU in AV services and video conferencing. We manage systems at all regional hospitals, and multiple University locations including the Bloomberg center in Washington DC. Our audience ranges from clinical staff, students and executives at all supported locations.

Special Knowledge, Skills & Abilities

• Demonstrated ability in managing networking/security staff that configure routers, switches, dwdm, load balancing technologies and security devices, such as firewalls, intrusion detection devices, intrusion prevention, etc.

• Thorough understanding and demonstrated track record of implementing and managing complex networking technologies within a production data center setting that serves thousands of users.

• Strong capabilities in project documentation and report preparation, with the ability to manage multiple work streams and meet deadlines accurately.

• Proven ability to plan, lead, and implement large scale IT network projects that involve communications with senior management, IT committee groups, IT Directors/Managers, and customers throughout the organization.

• Demonstrated ability in managing, implementing, and supporting various load balancing technologies, such as CSM (Content Switching Modules), ACE (Application Control Engine, Advanced AP load balancing strategies, etc.

• Demonstrated ability of managing, implementing, and supporting enterprise level CWDM and DWDM solutions.

• Well versed in audiovisual technologies deployed into event spaces, video conference solutions and vendor management and relationship building.

• Must demonstrate broad theoretical knowledge of wireless networking and a solid understanding of wireless LAN technologies.

• Ability to manage wireless technologies, such as controllers in a large enterprise setting (>10 enterprise level controllers).

• Expert understanding of routed and routing protocols; demonstrated ability to troubleshoot complex IPv4/IPv6 routing issues.

• Expert understanding of Classless Internet Domain Routing (CIDR); ability to clearly explain and articulate CIDR, VLSM, etc.

• Expert knowledge of EIGRP and BGP and demonstrated ability in configuring both protocols in large scale enterprises.

• Expert knowledge of QOS.

• Experience participating in activities to advance an inclusive environment that values equity, diversity, inclusion and belonging.

• Demonstrated ability in understanding redundant technologies, such as HSRP, spanning tree, VSS, etc.

• Expert knowledge of MPLS.

• Expert knowledge of Metro Ethernet and related technologies.

• Expert understanding of IPv4 and 32-bit numbers. Thorough understanding of different IPv4 addresses, inclusive of loopback, unicast, multicast, limited and directed broadcast.

• Thorough working knowledge of IPv6 and 128-bit numbers.

• Expert understanding of IP, Enhanced Interior Gateway Routing Protocol (EIGRP), Serial Line Interface Protocol Frame Relay, VLANs, Ethernet, and access control lists (ACLs).

• May configure and maintain network related systems that run Windows, Linux or Unix as an operating system.

• Expert understanding of the OSI network model, Ethernet and TCP/IP networking.

Minimum Qualifications

• Bachelor's Degree.
• Eight years related experience.
• CCIE certification can substitute for Bachelor's Degree. Additional education may substitute for required experience and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.

Preferred Qualifications

• Must be proficient in the management of mainstream network troubleshooting tools, such as MRTG, Cacti, SmokePing, HP Openview, Cisco Works, etc.