JOB FUNCTIONS
Team Leadership & Operational Management
Lead, mentor, and develop AV Support Concierge team members through regular coaching, feedback, and performance management.
Establish team priorities, assign workloads, and ensure appropriate resource coverage for meetings, events, and daily operations.
Foster a collaborative, accountable, and customer-first team culture.
Monitor team performance against established service levels, support metrics, and operational objectives.
Conduct regular team meetings and knowledge-sharing sessions to promote consistency and continuous improvement.
Support hiring, onboarding, training, and professional development of team members.
Serve as the primary escalation point for complex technical and customer issues.
Create and maintain operational standards, processes, documentation, and best practices.
AV Operations & Technical Support
AV Support Concierge Team Lead Job Description
Independently operate, maintain, troubleshoot, and repair AV systems and peripherals.
Oversee daily health checks of conference rooms and collaboration technologies to ensure operational readiness.
Conduct and coordinate pre-meeting AV checks for executive meetings, client presentations, and high-profile events.
Troubleshoot, upgrade, and replace AV hardware and components while minimizing business disruption.
Demonstrate advanced knowledge of audio-visual signal flow and conference room technologies.
Maintain expertise across leading AV platforms and devices including Crestron, Poly, Cisco, Zoom, Microsoft Teams, Google Meet, and Webex.
Coordinate with vendors, integrators, and support partners to resolve technical issues and maintain system reliability.
Ensure accurate equipment inventory, asset tracking, and documentation management.
Client Support & Event Execution
Schedule and coordinate AV support resources for executive meetings, client presentations, town halls, and special events.
Provide hands-on live event production, monitoring, and support.
Partner with business stakeholders to understand requirements and deliver tailored AV solutions.
Act as a trusted advisor for conference room technologies, event planning, and collaboration solutions.
Communicate technical issues, risks, and mitigation plans in real time during critical meetings and events.
Ensure exceptional customer experiences through proactive communication and service excellence.
Support after-hours and weekend events as required by business needs.
Systems, Communication & Workflow
Ensure team compliance with SLA targets, operational metrics, and business processes.
Monitor ticket queues and workload distribution through ServiceNow and other support tools.
Identify trends, recurring issues, and opportunities for service improvement.
Develop and drive remediation plans to address recurring AV challenges.
Produce operational reporting, performance metrics, and service insights for leadership.
Deliver end-user training and technology adoption support as needed.
Collaborate with leadership on roadmap planning, technology improvements, and service enhancements.
Maintain a proactive approach to process optimization and operational efficiency.
Strategic Partnership & Continuous Improvement
Act as a strategic partner to business leaders and workplace teams regarding AV technologies and collaboration solutions.
Recommend technology enhancements and operational improvements that improve reliability, scalability, and user experience.
Lead initiatives focused on standardization, innovation, and operational excellence.
Support organizational change management activities related to AV technologies and workplace experience.
Make informed decisions during high-pressure situations to ensure continuity of business operations.
PROFESSIONAL SKILLS & PHYSICAL REQUIREMENTS
Exemplary leadership, communication, and follow-up skills.
Strong ability to balance hands-on technical responsibilities with team leadership obligations.
Proven ability to influence stakeholders and build strong working relationships across all levels of the organization.
Strong organizational, planning, and prioritization skills.
Ability to lift and transport up to 60 lbs.
Comfortable with extended periods of walking, standing, bending, or sitting.
AV Support Concierge Team Lead Job Description
Flexible availability including early mornings, evenings, occasional weekends, and critical business events.
PREFERRED QUALIFICATIONS
Industry Certifications (Preferred)
Certified Technology Specialist (CTS).
CTS-I, CTS-D, or equivalent industry certifications.
Microsoft Teams Rooms Certification preferred.
Experience
5+ years supporting enterprise AV technologies and collaboration platforms.
2+ years leading technical support teams, operations teams, or service delivery functions.
Experience supporting executive leadership, high-profile meetings, and live events.
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