Manager, IT Support / AV Solutions

CompanyFederal Reserve Bank of San Francisco

We are the Federal Reserve Bank of San Francisco—public servants with a mission to advance the nation’s monetary, financial, and payment systems to build a stronger economy for all Americans. We are a community-engaged bank, and are committed to understanding and serving the vibrant, expansive communities of the Twelfth District. That means we seek and appreciate new perspectives. We respect people for what they do and for who they are. We build opportunities to learn and grow. When you join the SF Fed, you become part of a diverse team united in its purpose to promote an economy that works for everyone.
This individual will manage a team of ITS support staff (AV Solutions) in providing second and third level on-site technical support for end user AV equipment and video conferencing needs. May also include computing environment and platforms such as personal computers, peripherals, mobile devices and network infrastructure. In addition, provides second and third level application support both in housed developed or Common-Off-the-Shelf (COTS) products.
We empower our people to balance their life and work responsibilities. That’s why we offer a flexible hybrid work model that allows you to collaborate with office colleagues on some days, and work from home on others.

Responsibilities:

• Leads AV Solutions Team including remote teams in providing support for all end-user experiences including AV Conferencing equipment, set-up and break down of scheduled events, and support devices in a networked environment
• Ensures end-user technology is able to be used to its fullest extent
• Defines and builds out the crisis management and issue procedures for all AV Solutions support
• Acts as the critical issue point for all support services
• Develops processes and procedures to control, identify, implement, and maintain delivery of service to meet business needs and user expectations
• Builds out comprehensive roadmap for AV Lifecycle Management, including annual Operating and Capital Improvement Expense budgets
• Conducts root cause analysis to identify systemic issues and to prevent future incidents
• Establishes parameters for and monitors work quality and performance metrics
• Builds and manages partnerships and customer relationships
• Coordinates with customers to plan operational and project work
• Coordinates and collaborates with team members and customers to understand, propose, and continuously implement service improvements
• Oversees and coordinates project implementations such as upgrades and equipment installations and prioritizes and manages the execution of resources to the project
• Ensures that team members review and edit customer and technical support knowledge base documentation on a regular basis
• Responsible for collaborating with Group leadership and management especially in the case of incident management
• Responsible for maintaining and sharing knowledge of policies and procedures for hardware, software, and technical services
• Knows the latest with advances in relevant technologies including but not limited to: on-the-job training, attending courses

Qualifications:

• Bachelor’s degree in Computer Science, Engineering, Business Management or a related field (Master’s degree desired) or equivalent experience
• Typically requires 7+ years of relevant IT, AV and business work experience with expert knowledge of one process/service, 5+ years of experience in leading teams, and 1+ year in Project Management
• Expertise in relationship management and an exemplary ability to manage stakeholder expectations through clear and transparent communications
• Strong communication skills, including outstanding presentation and persuasion capabilities, including the ability to effectively convey complex, sensitive issues and communicate to a variety of audiences including technical staff, peers, as well as senior management, and oversight bodies
• Must be a U.S Citizen or a Green Card holder with intent to become a U.S Citizen

Base Salary Range Manager, IT Support / AV Solutions: Min: $112,000 - Mid: $145,300 - Max: $178,800 (Location: San Francisco)

Final salary and offer will be determined by the applicant’s background, experience, skills, internal equity, and alignment with geographic and other market data.

We offer a wonderful benefits package including: Medical, Dental, Vision, Pre-tax Flexible Spending Account, Backup Childcare Program, Pre-Tax Day Care Flexible Spending Account, Paid Family Care Leave, Vacation Days, Sick Days, Paid Holidays, Pet Insurance, Matching 401(k), and Retirement/Pension.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. The SF Fed is an Equal Opportunity Employer.

#LI-Hybrid

Full Time / Part TimeFull time

Regular / TemporaryRegular

Job Exempt (Yes / No)Yes

Job Category

Work ShiftFirst (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

Always verify and apply to jobs on Federal Reserve System Careers (https://rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.

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