Assistant Director, Point of Sale and AV Support

ABOUT STANFORD UNIVERSITY AND RESIDENTIAL & DINING ENTERPRISES:

Stanford University, located between San Francisco and San Jose in the heart of California’s Silicon Valley, is one of the world’s leading teaching and research universities. Since its opening in 1891, Stanford has been dedicated to finding solutions to big challenges and to preparing students for leadership in a complex world.

Residential & Dining Enterprises (R&DE), the largest auxiliary organization at Stanford University, supports the academic mission of the University by providing high-quality services to students and other members of the university community. The department has an annual operating budget of over $350M, operates 24/7/365, and oversees a $3B asset portfolio comprising a 7 million sq. ft. physical plant across the campus. In autumn quarter of the 2021-22 academic year, R&DE will return to providing housing for over 13,000 students and dependents, serving meals at 17 dining halls, 12 retail locations, and operating athletic concessions and conference operations. Additionally, R&DE comprises 900 FTE staff in the following divisions: Student Housing Operations, Stanford Dining, Stanford Hospitality & Auxiliaries, Stanford Conferences, Maintenance Operations and Capital Projects, and a team of R&DE strategic business partners: Finance & Administration, Information Technology, Human Resources, and Strategic Communications.

“Students (Customers) First” is the mantra of R&DE and our strategic goals reflect our commitment to delivering quality and excellence to our constituents every day.  In R&DE, “Excellence is defined by aligning our strategic goals and performance with our vision”.

R&DE Information Technology consists of 33 full and part-time staff. The department is organized into six teams: Office of the CIO, Portfolio and Project Management Office, Enterprise Applications, Enterprise Infrastructure, Information Security & Privacy, and Support Services. R&DE IT supports over 70 applications and integrations, over 8,000 technology assets, and 900+ users.

The Support Services team provides value by maintaining and advancing the technology needs of R&DE and is comprised of two core support areas: Desktop and Application support; and Point of Sale (PoS) and Audio/Visual (A/V) support.  Both teams also support Internet of Things (IoT) devices and Digital Signage throughout R&DE spaces.

R&DE’s Desktop and Application team is responsible for the incident and request fulfillment related to desktop, mobile device, printer, software, software licensing management, and front-line support for the application portfolio including Internet of things devices and digital signage.

R&DE’s Point of Sale (PoS) and Audio/Visual team provides support with the incident and request fulfillment related, but not limited to, break fix, transactional solutions delivery, and license management across Athletic Concessions, 12 café and retail locations, 9 dining halls, and the Stanford Guest House.  They provide AV support for R&DE’s 3 conference centers and 47 conference rooms with on-site delivery, set up, operation, maintenance and troubleshooting of equipment related to A/V.  R&DE’s conference centers are equipped with state-of-the-art audio/visual equipment including high-definition laser projection, sound and capturing capabilities for various types of high-profile events ranging from boardroom meetings to banquets and receptions.

“Students (Customers) First” is the mantra of R&DE and our strategic goals reflect our commitment to delivering quality and excellence to our constituents every day.  In R&DE,“Excellence is defined by aligning our strategic goals and performance with our vision.”

This role is currently designated as hybrid and may provide incumbents with flexibility for partial telecommuting.

JOB PURPOSE:

Conduct day-to-day first line management of technical unit(s). Provide technical and managerial guidance to direct reports and provide technical knowledge and expertise.

CORE DUTIES:

• Lead and manage the daily operations of the Point of Sale and Audiovisual team, which may include recruiting, hiring, training, developing, evaluating and setting priorities; coordinate business, technical, and educational activities for direct reports.
• Identify, clarify and resolve technical issues within own area; often serve as the initial managerial escalation point for problems from clients and other staff.
• Communicate operational objectives and assignments and delegate to staff. Monitor and report on team performance metrics
• Contribute to the development of project plans to resolve business issues and achieve business objectives. Provide strategic planning for own work group; may assist higher level management in broader scope strategic planning.
• Communicate and implement policies, procedures, best practices, recommendations and guidelines in compliance with established university policy and federal and state regulations.
• May develop and/or manage budgets for projects or work groups.
• May establish service level agreements with clients and maintain support metrics
• Monitor technology trends and evaluate emerging technologies to recommend for adoption and implementation.
• Other duties may also be assigned

MINIMUM REQUIREMENTS:

Education & Experience:

Bachelor’s degree and three years of relevant work experience, or a combination of education and relevant experience.

Knowledge, Skills and Abilities:

• Understanding of relevant technical knowledge and problem resolution.
• Strong customer relationship skills, consensus building skills.
• Ability to establish effective working relationships in a diverse environment.
• Ability to motivate and mentor staff; Familiarity with team development strategies
• Demonstrated project management skills.
• Ability to multi-task.
• Excellent interpersonal skills and diplomacy required to interact effectively with and provide customer service to a broad audience.
• Ability to work independently as well as effectively in a collaborative team environment.

Certifications and Licenses:

None

PHYSICAL REQUIREMENTS*:

• Constantly perform desk-based computer tasks.
• Frequently sit, grasp lightly/fine manipulation.
• Occasionally stand/walk, use a telephone.
• Rarely writing by hand, lift/carry/push/pull objects that weigh up to 10 pounds.

* – Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.

WORKING CONDITIONS:

• May require extended hours, evenings and weekends.

WORK STANDARDS:

• Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
• Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
• Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide, http://adminguide.stanford.edu.

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.