Team Lead AVIT Support

Department: Information and Comm. Technologies 

Job Type: Continuing

Full-time/Part-time: Full Time (>=1249 hrs/year) 

Campus: Waterloo 

Reports to: Manager, ICT AVIT & Project and Support

Employee Group: WLUSA 

Application Deadline: October 23, 2025

Requisition ID: 10254 

Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact. With a commitment to Indigenization and commitment to equity, diversity, inclusion, Laurier’s thriving community has a place for everyone.

Laurier has more than 21,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a flexible work policy and employing a workforce that is reflective of local and national demographics. Laurier's Waterloo, Kitchener, and Brantford campuses are located on the shared traditional territory of the Neutral, Anishnaabe, and Haudenosaunee peoples. This land is part of the Dish with One Spoon Treaty between the Haudenosaunee and Anishnaabe peoples and symbolizes the agreement to share, protect our resources, and not to engage in conflict.  Laurier's Milton campus is located on the traditional territory of the Mississaugas of the Credit, and part of the Nanfan Treaty of 1701 between the British Crown and the Haudenosaunee Confederacy.

Position Summary

Reporting to the Manager, ICT AVIT & Technical Support, the Team Lead AVIT Support is responsible for leading the AVIT support team in the ongoing maintenance and support of the AV technology at the university. This position will ensure that all audio visual (AV) incidents and service requests are prioritized, responded to, resolved and documented in the Service Management tool by the AVIT support team in a timely manner ensuring customer satisfaction and reporting key performance indicators to the manager.

The Team Lead AVIT Support is client service focused, and able to professionally communicate, engage, follow up and collaborate with faculty, staff, students and technical support staff in other departments of the university to ensure that the services offered by ICT meet the requirements of the institution. The incumbent is able to apply strong problem solving skills that can be applied in various types of environments and situations. This position must be able to, at a basic level, scope out requirements for client project requests, document proposed AV solutions, work with vendors, implement or monitor vendor installations, and be able to commission AV projects. The incumbent will be a backup for the AVIT Support Specialists.

The incumbent is expected to provide the necessary inputs and feedback to the ICT department in order to meet the needs and requirements of clients. Services provided include remote and in person support. The Team Lead AVIT Support is required to provide functional guidance to clients on the use of technology and be able to communicate with clients who have varying levels of knowledge. This position requires a good understanding of ITIL practices to contribute to continuous improvements across the AVIT Support team and the ICT Support team overall.

Flexibility in hours may be required, including evening and/or weekend work for system maintenance/upgrades, project work, emergency calls for system failures and during peak periods in August, September & January or any other time of the year to ensure operational efficiency. When possible, the manager will adjust the work schedule so that no more than 35 hours are worked in a week.

Accountabilities

Support Services

• Monitor the ticket queue in the service management tool and respond to, resolve, record and close service incidents meeting expected service levels
• Follow up on open service incidents assigned ensuring tickets do not remain open beyond the expected service level
• Clearly document resolution for each incident providing a reference for colleagues
• Work closely with team colleagues to keep them informed of technical issues, follow-ups, escalations and resolutions
• Take ownership of technical problems and be proactive in resolving the issues
• Provide technical training to staff, faculty, students and external clients on how to use a variety of audio visual media equipment such as projectors, classroom console computers and panels, sound systems, and web-conferencing solutions in a classroom/meeting room environment
• Provides desktop application support for classroom and meeting room computers including Microsoft Office365, OneDrive, various browsers and classroom specific applications
• Provides basic operating system support for Windows 10 and Mac OS
• Ensure service requests for event and or conference support are logged, assigned, scheduled and closed in accordance with service level agreements and service management best practices
• Provide support for events and conferences including web conferencing, set up of ad hoc audio and video equipment, sound system and projection equipment. This requires review of equipment requested, set up location, communication with and training the client, tear down of equipment, and proper storage.
• Troubleshoot, repair or escalate issues related to our integrated AV systems
• Collaborate and consult with ICT Infrastructure on network and wireless issues
• May be required to provide technical support remotely and/or on site for all campuses: Waterloo, Kitchener, Brantford, Milton; travel may be required to the other campuses
• Act as a backup person for other members of the ICT Support group as required
• Participates on project teams as required
• Update the AV inventory database as required

Technical Elements

• Forecast and perform routine maintenance such as projector lamp replacement, cleaning of AV equipment and replacement of projector filters in the classrooms
• Install audio visual technology replacements or upgrades as part of the evergreen program
• Ensure a clean and safe environment in the classrooms and event spaces where temporary equipment is installed
• Responsible to image, update and maintain classroom and meeting room computers
• Stay up to date and follow market trends on audio visual emerging technologies
• Participate in technology product reviews by creating an evaluation plan, setting up test environments and documenting evaluation results
• Triage of classroom, meeting room and event space wired and or wireless network connectivity
• Configure and adjust AV control systems when required. This may include High Digital Content Protection (HDCP) management, Extended Display Identification Data (EDID) strategy, Digital Signal Processing (DSP) adjustments, touch and button panel adjustments and control driver changes when new equipment is introduced

Project Co-ordination and Fulfilment

• Collaborate with clients to understand their project requirements and make recommendations based on technology and physical space
• Document project scope requirements using specification templates and prepare bid for vendors
• Work with AV integrators, other ICT departments and Facilities & Asset Management department to participate in defining project budgets
• Assist in coordinating the implementation with the various internal departments and AV integrators, and accommodate access for AV integrators when they are on campus to perform installation
• Ensure clear and concise communications occur with the clients, internal departments and vendors in order to successfully complete projects on time
• Schedule and complete the commissioning process with clients and vendors
• Prioritize support activities and project tasks to ensure that service delivery expectations and project timelines are met

Staff Supervision

• Responsible for supervision and leadership of AVIT Support Specialists including planning, monitoring and co-ordinating the activities and workload of the team
• Coordinates with the manager to ensure adequate staffing levels to meet client needs
• Onboard and mentor new AVIT Support Specialist in the ICT processes and tools
• Train new hires and existing staff on support responsibilities and activities in support of the service delivery model and service level agreements
• Informs Manager regarding any staff performance concerns, retraining or corrective actions required
• Contributes in the hiring processes to acquire quality, skilled resources; this includes participating in the development of job descriptions and interviewing candidates for both full time and student employees
• Coach AVIT Support Specialists on proactive activities to drive success within ICT

Qualifications

• Community College Diploma with four years work experience in a commercial or institutional AV environment in maintenance, installation, or design role
• Minimum two years recent experience in a supervisory or team lead role; strong leadership skills
• Experience in interviewing, hiring, training and organizing tasks for staff
• AV Control System Specialist or AV Control System Professional certification required
• ITIL Foundation Certification and AVIXA Certified Technology Specialist (CTS) and A+ certification, a definite asset
• Must be familiar with audio visual presentation control systems such as Extron
• Sound knowledge and problem solving skills for AV technology and wiring; ability to perform hardware maintenance; technology includes projectors, web-conferencing, document cameras, and AV control systems
• Understand how to read and comprehend signal paths as laid out in an audio, video and control flow functional diagram/drawing
• Strong technical knowledge and experience with computer hardware, operating systems and applications; ability to diagnose, troubleshoot and provide timely resolutions; i.e. Microsoft Office 365 applications, Windows 10, Mac Mojavi
• Exceptional customer service skills demonstrating customer service best practices
• Strong interpersonal and collaboration skills, particularly in influencing, networking, and negotiation skills with staff and faculty with varying levels of technical expertise
• Strong organizational skills, accuracy and attention to detail, excellent problem solving skills, proven ability to handle multiple priorities, work under short deadlines and manage changing priorities
• A professional approach and positive attitude with a willingness to learn new technology showing initiative
• Physical ability to move equipment

This position has been deemed eligible for educational equivalencies. 

Hours of Work: This position is a Full-Time, Continuing role. The regular hours of work are Monday-Friday from 8:00am until 4:00pm. This role requires daily in person attendance and is not eligible for a flexible work arrangement as per Policy 8.14 (Flexible Work Policy). 

Compensation:

Level: F

Rate of Pay: $46.70 to $49.38 per hour with an annual step progression on anniversary date up to $53.37 per hour.  Considerations for new hire step placements include, qualifications and length/depth of required experience, relevant market rates for similar jobs, internal equity, and estimated learning curve in starting the job. 

Job Factor Scores:

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier's Employee Success Factors.

Equity, diversity and creating a culture of inclusion are part of Laurier’s core values and central to the Laurier Strategy. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any minority sexual and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives. Candidates from other equity deserving groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity & Accessibility. We have strived to make our application process accessible, however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources. Contact information can be found at careers.wlu.ca/content/How-to-apply/

Should you be interested in learning more about this opportunity, please visit www.wlu.ca/careers for additional information and the online application system. All applications must be submitted online. Please note, a resume and cover letter will be required in electronic form.