Description
The Information Technologies is currently seeking Two (2) Full-time Regular Team Lead Classroom & Teaching.
The University of Calgary is recognized as Canada's leading next-generation university. It is a dynamic and youthful institution that embraces change and opportunity with a proactive attitude. Located in the nation's most enterprising city, the university is making significant progress on its journey to become one of Canada's top five research universities. This journey is grounded in innovative learning and teaching and is fully integrated with the community it serves and leads. Ranked as the top young university in Canada and North America, the University of Calgary fosters discovery, creativity, and innovation across all disciplines.
Within the Services portfolio, the Information Technologies (IT) organization is a crucial stakeholder and contributor. IT provides essential computing, network, and media services that support learning, teaching, research, and administration at the University of Calgary. The technology strategy emphasizes the dual responsibility of ensuring technology is available, reliable, and ubiquitous, while also enabling an environment of learning and discovery by supporting the teaching and research communities. For more information, visit ucalgary.service-now.com/it.
The Team Lead (Classroom & Teaching) reports directly to the Manager of Communications and Media. This role typically entails a 35-hour work week, with shifts scheduled from Monday to Friday, including both morning and evening shifts. Additionally, there is potential for a Tuesday through Saturday schedule. The position may experience periods of high work volume and occasionally requires the use of independent judgment to determine the appropriate course of action within established procedures and guidelines. Depending on the nature of the work, there may also be a requirement for after-hours work.
This posting is hiring for two Team Lead positions: one Day Team Lead and one Night Team Lead.
Summary of Key Responsibilities (job functions include but are not limited to)
Administration
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Accurately enter customer requests into the Com/Media booking system.
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Lead pricing and billing of orders.
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Required to handle financial transactions and follow the University's money handling processes and PCI compliance processes.
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Process work orders with precision and completeness.
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Maintain accurate inventories of equipment in offices and storage spaces.
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Keep precise track of office and media equipment locations.
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Plan activities for the following day/week and month.
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Take SU club payments & information for Day GL
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Maintain accurate records.
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Efficiently organize and prioritize incoming tasks, ensuring effective management of competing priorities.
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Oversee classroom operations and provide support in managing the schedules of media technicians.
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Adhere to standard procedures for tracking and escalating incidents.
Task Management:
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Service Now Classroom booking requests & Incidents:
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manage Trouble Calls as escalated by senior media technicians (first response to client calls and assign to staff as needed)
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process new and work-in-progress booking requests, create CM work orders
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determine billing / non-billing booking category for client requests
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create work order billing info, populate IDB fields, and accurately reflect pricing to clientele
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resolve evening incident tickets, assign tasks to staff as needed (e.g. equipment checks, troubleshooting)
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Organize and prioritize requests/events while effectively managing competing priorities.
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Maintain accurate records of all work using designated tools.
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Follows standard procedures for the tracking and escalation of incidents.
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Understand clients' requirements and ensure that they are informed and updated on related work.
Technical Operations
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Efficiently deliver, set up, and return equipment to designated areas as per activity sheets.
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Keep documentation/list of:
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Wireless Systems Frequencies
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classroom computer AV IO device names standards
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classroom status & issues spreadsheet
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Classroom podium cleaning & maintenance.
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Events depot equipment & cables organization & maintenance.
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Periodically update CM Operations Manual.
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Operate and maintain equipment to ensure optimal customer service.
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Ensure prompt and effective resolution of technical issues, either independently or through collaboration.
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Address complex issues using independent judgment and implement practical solutions.
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Comprehend and comply with all policies of the Faculty, IT, and the University of Calgary.
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Lead as an escalation point and organize the team through challenging issues with the goal of root cause determination and build a remediation plan to resolve issues.
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Ownership of services and solutions.
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Maintain high quality documentation including logs, end-user, and systems documentation, etc.
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Design and develop information technology solutions for internal processes and procedures.
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Reverse engineer and redesign/optimize existing systems.
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Perform minor hardware repairs and support.
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Understand and adhere to all policies of the Faculty, IT, and the University of Calgary
Relationships/Collaboration
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Work with customers, stakeholders, and representatives from various faculties/departments on campus to understand their requirements or issues.
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Create and maintain positive relationships with all stakeholders.
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Maintain a collaborative environment within the technical support group.
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Ask questions; provide suggestions and offer support and training where appropriate.
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Involve Manager or other team members as needed, such as evening staff concerns to be addressed by Manager or the group.
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Provide unbiased and accurate information to the Manager Com/Media regarding personnel decisions.
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Provide absence coverage for Media Technicians, as needed (regular classroom duties, etc.)
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Offer effective consultation to the University and external clients on utilizing audio/visual technology.
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Positively and dynamically represent the University of Calgary at various events and conferences.
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Provide effective leadership and support to classroom support staff.
Leadership
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In-scope supervision duties:
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Lead day-to-day staff scheduling, including work location and time off requests
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Assign or delegate work assignments (including extra duties and overseeing special projects)
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Monitor Staff check-in/out
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Prepare Daily activity sheets printout
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Train new staff, and provide guidance and direction
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Mentor and advise team members in proper technical and operational procedures and guidelines.
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Continuously show leadership in customer technology standards to the team as well as other areas within IT and across campus.
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Lead and supervise teamwork flow through ticketing system.
Initiative
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Take initiative to recommend and implement innovative approaches to IT and business problems.
Flexibility
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Adapt to the shifting challenges and responsibilities as the unit's structure changes.
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Perform other duties as assigned.
Qualifications / Requirements:
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Successful completion of post-secondary in broadcast electronics including knowledge of film and video production.
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A minimum of 10+ years of relevant experience is required; a combination of education and experience will be considered
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10 years of leadership or supervisory experience is required
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10 years of coordinating classroom AV support, scheduling and organizing
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Skills and Competencies:
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Demonstrated leadership skills
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Strong resolution and problem-solving skills
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Excellent verbal and written communication skills
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Ability to plan and coordinate complex event setups both on and off campus, including troubleshooting issues under stressful circumstances
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Demonstrated leadership skills and the ability to work effectively in a team environment
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Knowledge of university culture and structure as it relates to providing superior services
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Technical Knowledge:
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Proficiency and some experience in:
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Digital Video Editing
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Video conferencing software such as:
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Zoom
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Live Stream Studio
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Teams
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Livestream
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Proficient in troubleshooting and basic repairs. Comprehensive knowledge of both Windows and Macintosh hardware and software.
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Completion of technical school studies in radio, television arts, or broadcast technology from a recognized institution, or equivalent relevant work experience.
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Demonstrate effective time management skills with the ability to prioritize tasks and meet competing deadlines.
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Oversee classroom operations and provide support in managing the schedules of media technicians.
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Strong client relations skills, with the ability to provide support via telephone, email, remote software tools, and in-person.
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Ability to translate technical information for clients with little or no technical background, and to translate customer needs into service requests.
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Strong analytical and problem-solving skills.
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Ability to be creative, challenge norms, and demonstrate initiative to generate improvements and foster positive outcomes.
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Ability to perform manual labor (e.g., lifting up to 25kg) related to equipment.
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Flexibility to accommodate events that may occur outside of regular hours.
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A valid Class 5 driver¿s license (cannot be a graduated license) with proven good driving record (abstract required).
Application Deadline: July 14, 2026
We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.
This position is part of the AUPE bargaining unit, and falls under the Technical Phase Job Family, Phase3.
For a listing of all management and staff opportunities at the University of Calgary, view our Management and Staff Careers website.
About the University of Calgary
UCalgary is Canada's entrepreneurial university, located in Canada's most enterprising city. It is a top research university and one of the highest-ranked universities of its age. Founded in 1966, its 36,000 students experience an innovative learning environment, made rich by research, hands-on experiences and entrepreneurial thinking. It is Canada's leader in the creation of start-ups. Start something today at the University of Calgary. For more information, visit ucalgary.ca.
The University of Calgary has launched an institution-wide Indigenous Strategy ii' taa'poh'to'p committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.
The university's commitment to the Indigenous Strategy is evident through the oversight of 18 Elders serving on the Circle of Advisors and the many unit-based circles working towards implementation of the strategy including the Faculty Advisory Circle and teams such as the Office of Indigenous Engagement, the Writing Symbols Lodge, and the Indigenous Research Support Team. Many Indigenous-based events and processes are impacting curriculum, programming and polices at the University of Calgary.
As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Institutional Commitments ([email protected]) and requests for accommodations can be sent to People & Culture ([email protected]).
Do you have most but not all the qualifications? Research show that women, racialized and visible minorities, and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role.
We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.
