Audio Visual, Lead

Key Responsibilities
Audio Visual Operations
Independently operate, maintain, troubleshoot, repair, and optimize enterprise AV systems and peripherals.
Perform daily morning inspections of all conference rooms to proactively identify and resolve technical issues before meetings begin.
Conduct pre-meeting AV checks for executive meetings, client presentations, and high-profile events.
Provide onsite support for executive leadership, board meetings, and client-facing presentations.
Troubleshoot, repair, upgrade, and replace AV hardware and software components.
Diagnose audio, video, control system, and signal flow issues.
Maintain and support conferencing technologies including Zoom, Microsoft Teams, Cisco Webex, and other collaboration platforms.
Support live event production, presentations, town halls, and special events.
Coordinate with third-party vendors for repairs, upgrades, warranty work, and preventative maintenance.
Maintain accurate AV inventory, asset tracking, and equipment documentation.
Ensure all support requests meet established SLA and performance standards.
Document incidents, service requests, and resolutions within ServiceNow.

Technical Expertise
Support and maintain:
Crestron Control Systems
Poly Video Conferencing
Cisco Collaboration Endpoints
Digital Signage
Wireless Presentation Systems
Audio DSP Systems
Microphones, Cameras, and Displays
Configure and support AV integrations and room automation technologies.
Recommend technology upgrades and continuous improvements that enhance user experience and operational efficiency.

Leadership & Team Management
Lead daily AV operations and coordinate team workload.
Delegate assignments, establish priorities, and monitor service delivery.
Create a collaborative, customer-focused team culture built on accountability and communication.
Coach, mentor, and develop AV technicians through ongoing feedback and training.
Identify skill gaps and recommend training opportunities.
Conduct performance reviews and support employee development.
Resolve team issues while promoting a positive work environment.

Client & Stakeholder Management
Partner with executives, event teams, finance, marketing, IT, executive assistants, and business leaders to anticipate AV support needs.
Manage client expectations and provide technical consultation for meetings, presentations, and special events.
Communicate real-time updates during high-profile incidents and ensure timely resolution.
Build trusted relationships across the organization through exceptional customer service and proactive communication.

Required Qualifications
Minimum 5+ years of enterprise Audio Visual support experience.
Previous experience leading or mentoring an AV support team.
Strong knowledge of:
Crestron
Poly
Cisco collaboration solutions
AV signal flow
Digital audio and video technologies
Experience supporting:
Zoom
Microsoft Teams
Cisco Webex
BlueJeans
Experience supporting executive meetings and live event production.
Experience using ServiceNow or similar IT ticketing platforms.
Strong troubleshooting and analytical skills.
Excellent written and verbal communication skills.
Outstanding customer service and relationship-building abilities.

Preferred Qualifications
Certified Technology Specialist (CTS) certification preferred.
Additional AVIXA, Crestron, Cisco, Poly, or Microsoft certifications are a plus.
Experience supporting enterprise conference centers, executive briefing centers, or corporate headquarters.
Familiarity with ITIL service management practices.
What We're Looking For
Technical Expert ("Doer")
Hands-on technical leader capable of diagnosing and resolving complex AV issues independently.
Proactively maintains conference rooms and collaboration spaces.
Comfortable supporting after-hours meetings, executive events, and off-site functions.
Strategic Thinker ("Thinker")
Identifies opportunities to improve AV technology, processes, and user experience.
Stays current on emerging AV technologies and recommends innovative solutions.
Anticipates potential issues before they impact business operations.
Relationship Builder
Delivers exceptional customer service and builds trusted relationships across all levels of the organization.
Partners effectively with executives, finance, events, marketing, IT, and business leaders.
Understands business priorities and proactively supports organizational needs.
Physical Requirements
Frequently walk, stand, bend, kneel, climb ladders, and work in conference rooms and event spaces.
Lift, carry, push, or move equipment weighing up to 40 pounds, with the ability to transport larger equipment using carts.
Ability to work extended hours, evenings, and weekends when supporting executive meetings or special events.
Visual ability to distinguish colors, indicators, wiring, and display components.
Ability to use computers, mobile devices, and communication equipment simultaneously while providing