Resp & Qualifications

PURPOSE:
Audio-Visual Support Supervisor to work in multiple CareFirst office locations and outside event space. The Supervisor will develop, implement, and promote standards, systems, and resources for supporting CareFirst AV team and users in conjunction with the Conference Services, Facilities and Technology teams, as well as Organizers. The successful candidate will identify and promote customer support services, contribute to new business efforts, and will effectively communicate the connection between all duties and responsibilities with the larger goals of CareFirst.
ESSENTIAL FUNCTIONS:

• Supervises engineering support processes to ensure effective resolution of business issues. Supervises and performance management of direct reports.
• Evaluates deliverables to ensure products and services meet customer expectations.
• Collaborates with internal business units to deliver on service level agreements.
• Leads the validation planning process to outline deliverables, resources, personnel, and timelines for ongoing projects.
• Installs and maintains operating systems, application software, and system management tools.
• Supervise AV team and provide Audio/Video (A/V) support for scheduled events in multiple locations, which includes assisting and supporting meetings, events and appropriate technologies.
• Set-up, maintenance, monitoring, and troubleshooting of conference room A/V equipment such as microphones, speakers, video displays, projectors, digital video cameras, recording equipment, connecting wires and cables, sound and mixing boards for events and functions such as presentations and conferences.
• Identifies, troubleshoots, and resolve issues with A/V and technology components.
• Liaise with 3rd party A/V support as appropriate.
• Responsible for day-to-day supervision of frontline AV support for staff. Manages the Help Desk ticket queue, allocating resources, and communicating with staff as appropriate.
• Manages and attends as appropriate high-level meetings requiring A/V
• Proactively ensures maintenance of A/V equipment as necessary and ensures that supplies are available.
• Assists users with routine application and hardware problems, shares best practices, and utilizes application knowledge with team.
• Manages technical knowledgebase for users to access.
• Responsible for handling problem recognition, research, resolution and follow-up for user problems; escalates more complex problems to Tier 2 and Tier 3 technical staff.
• Provides formal and informal training to users.
• Documents technical systems process and procedures and gets actively involved in promoting new technologies or new systems or procedures.
• Provides leadership and visibility to the team and customers; supervises A/V support engineers and others on procurements, project start-ups, and technical assignments to ensure adherence to regulations and procedures; works with other teams to standardize technologies for the enterprise and other new technologies.
• Takes direct, appropriate and timely action to meet client needs and resolve basic issues.
• Maintains and expands technical knowledge in AV support space and consulting by attending educational workshops, reviewing professional publications and appropriate training.
• Undertakes assignments on projects or special initiatives as appropriate.
• Liaises regularly with staff and leadership to understand and better respond to clients needs.
• Manages relationships with clients, vendors, partners, and consultants.
• Participates in the development of the departments strategic plans, training materials and tools
• Supervises, develops, and evaluates assigned staff. Ensures that staff receives regular constructive performance feedback, prompt resolution of problems, and time and opportunity to grow professionally.
• Facilitates meetings and is responsible for developing agendas to achieve stated group goals, documenting progress, agreements, and issues and providing follow up assistance to groups.
• Defines team roles and responsibilities clearly and concisely, promotes strategies for effective teamwork and leadership development, and cultivates collaborative working relationships across the company.
• Performs other tasks and responsibilities required by supervisor.

SUPERVISORY RESPONSIBILITY:
This position manages people.
QUALIFICATIONS:
Education Level: Bachelor's Degree in Computer Science, Information Technology, or related field OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

Licenses/Certifications Preferred:

• ITIL Foundations v3 within 180 Days.

Experience: 3 years relevant systems engineering experience and demonstrated progressive leadership experience.
Knowledge, Skills and Abilities (KSAs)

• Ability to present technical and non-technical information to multiple audiences.
• Ability to build relationships across a variety of partner groups in a global environment.
• Ability to plan and manage projects.
• Knowledge of engineering theory and design criteria.
• Proficiency with various systems engineering tools and processes.
• Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

Salary Range: $96,192 - $198,396

Salary Range Disclaimer

The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilites of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).

Department

Collaboration Services

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Where To Apply

Please visit our website to apply: www.carefirst.com/careers

Federal Disc/Physical Demand

Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

PHYSICAL DEMANDS:

The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship

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