Learning Environments Technical Support Supervisor

• Learning Environments
• Technical Support Supervisor

Keck School of Medicine of USC | Information Technology

Location

USC Health Sciences Campus, Los Angeles

Work arrangement

100% on-site; the workday typically begins at 7:00 a.m.

Reports to

Director of Educational Technology, KSOM IT

Supervises

Four audiovisual professionals

Position

Full-time, exempt

About USC

The University of Southern California is a leading private research university in Los Angeles and a global center for education, research, the arts, technology, and innovation. As a USC employee and member of the Trojan Family, you will join a dynamic and diverse community and have access to a comprehensive benefits and well-being program designed to support employees and their families.

About the Keck School of Medicine of USC

The Keck School of Medicine of USC ignites discovery through education, research, and patient care, optimizing health for individuals, our diverse communities, and society as a whole. Our vision is to be the premier destination for those passionate about solving our diverse society's most complex health challenges.

About Audiovisual Services

The Keck School of Medicine's Audiovisual Services team brings more than 50 combined years of service at USC. The team provides high-touch, white-glove audiovisual support for classes, lectures, symposiums, and events in auditoriums, classrooms, conference rooms, outdoor event spaces, and specialized teaching facilities.

Audiovisual Services supports seven auditoriums, including two showcase auditoriums with full AV control booths; 23 classrooms; seven conference rooms; two outdoor event spaces; a 16-room Clinical Skills Center; and a 36-table gross anatomy laboratory. The team's work directly enables the Keck School's education, research, and community mission.

Position Summary

The Learning Environments Technical Support Supervisor is a hands-on audiovisual professional with additional leadership responsibilities. Reporting to the Director of Educational Technology, the supervisor leads four AV professionals while personally supporting integrated audiovisual systems, live productions, classes, lectures, and events across the Health Sciences Campus.

The supervisor schedules and prioritizes work, ensures reliable coverage of supported spaces, and either operates or assigns qualified staff to operate the AV control booths in the school's two showcase auditoriums during classes, lectures, and events. The role serves as the supervisory escalation contact for high-impact technical and service issues and may occasionally need to return to campus for rare evening, weekend, on-call, or emergency coverage. Beyond daily operations, the supervisor anticipates emerging technical and service needs, aligns staff and resources accordingly, evaluates and tests new technologies, and identifies opportunities to improve teaching and learning through stronger technologies, processes, and services.

The successful candidate combines expert technical depth, calm and polished customer service, sound judgment, and a genuine interest in developing people. This individual will help remove technology barriers so faculty, students, researchers, clinicians, speakers, and guests can focus on teaching, learning, discovery, and collaboration.

Job Accountabilities

Lead the daily operations of Audiovisual Services and directly supervise, mentor, schedule, and develop four AV professionals.

Recruit, train, coach, and evaluate staff; provide clear expectations, timely feedback, and appropriate performance guidance.

Schedule, assign, and prioritize work; establish coverage plans; monitor daily performance; and ensure timely completion of service requests and customer follow-up.

Personally provide advanced, hands-on audiovisual support and operate AV control booths, live-production systems, and integrated room technologies when operational needs require it.

Ensure qualified booth coverage for classes, lectures, symposiums, and events in the school's two showcase auditoriums.

Troubleshoot and remediate complex issues involving control systems, audio DSP, signal flow, conferencing and collaboration platforms, AV-over-IP, lecture capture, livestreaming, networks, operating systems, and related hardware and software.

Maintain the readiness and reliability of supported spaces through room checks, preventive maintenance, incident escalation, root-cause follow-up, and coordination of repairs.

Ensure accurate ticketing, service documentation, knowledge reuse, operational procedures, and consistent shift and coverage transitions.

Manage audiovisual vendors, purchasing, equipment inventory, lifecycle planning, and product evaluation; contribute technical information and projections for project budgets.

In partnership with the Director of Educational Technology and AV/IT Integration staff, participate in the design, drawing and scope review, commissioning, acceptance, and improvement of new or renovated audiovisual systems.

Hold vendors accountable for project requirements, system performance, documentation, training, and correction of deficiencies.

Build effective relationships with faculty, academic leaders, students, staff, event organizers, facilities partners, IT colleagues, vendors, visiting speakers, and guests.

Deliver high-touch service by anticipating needs, communicating clearly, responding calmly under pressure, and taking ownership of issues through resolution.

Proactively identifies emerging technical and service needs; evaluates and tests new audiovisual and learning-space technologies; and recommends practical improvements to systems, processes, service delivery, and the teaching and learning experience.

Required Qualifications

Candidates must meet the following requirements:

Specialized technical training and an associate's degree, or an equivalent combination of education and directly relevant experience.

At least two years of professional experience supporting audiovisual systems in classrooms, auditoriums, conference rooms, event spaces, or comparable environments.

Prior experience formally supervising employees, including responsibility for scheduling, work assignment, coaching, and performance expectations.

Demonstrated hands-on experience troubleshooting integrated professional audiovisual systems and supporting live or high-visibility events.

Working knowledge of audiovisual signal flow, control systems, audio DSP, networks, videoconferencing and collaboration platforms, and ticketing systems.

Ability to coordinate operational coverage, manage competing priorities, and respond effectively to escalated technical or customer-service issues.

Strong written, verbal, and interpersonal communication skills, including the ability to explain technical information to nontechnical audiences.

Demonstrated commitment to responsive, professional, and inclusive customer service.

Preferred Qualifications

The strongest candidates will also bring one or more of the following:

Four or more years of professional audiovisual experience and two or more years of supervisory experience.

A bachelor's degree in audiovisual technology, information technology, communications, electronics, or a related field.

Experience supporting higher education, academic medicine, healthcare education, or another complex institutional environment.

Experience with Crestron, Biamp, Dante, Zoom, Microsoft Teams, AV-over-IP, lecture capture, event livestreaming, or comparable technologies. Training on KSOM-specific platforms can be provided.

Relevant AV/IT industry certification or credential, such as AVIXA Certified Technology Specialist (CTS), a Crestron or Extron certification, or a comparable manufacturer or industry credential.

Experience operating full AV control booths and supporting lectures, symposiums, hybrid programs, livestreams, and other high-profile events.

Experience managin