Unified Communications & Audio Visual Service Lead, Modern Workplace

Lloyds Banking Group; Leeds; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading financial institution in Leeds is seeking an AV Service Lead to oversee service provision for meeting rooms and collaboration spaces. The role involves coordinating with internal teams and external partners to enhance service availability, managing AV technologies like Microsoft Teams, and improving user experiences. Ideal candidates will have experience with AV hardware and familiarity with remote management tools. This position promotes diversity and encourages applications from all backgrounds.

Benefits

Generous pension contribution of up to 15%

Annual bonus award

Share schemes including free shares

Discounted shopping benefits

30 days' holiday plus bank holidays

Wellbeing initiatives and generous parental leave policies

Qualifications

• Experience with Poly, Microsoft Teams, Cisco, Crestron, Extron, etc.
• Familiarity with remote management/monitoring solutions.

Responsibilities

• Oversee and manage AV service provision for meeting spaces.
• Coordinate with teams to resolve technical issues.
• Lead service calls and manage service tickets.
• Develop and document support processes.

Skills

AV related hardware knowledge

Remote management/monitoring solutions familiarity

Agile ways of working

Job description

Overview

The AV Service Lead will have the core responsibility of overseeing, handling, and improving service provision for meeting rooms, event spaces, and Microsoft Teams collaboration environments at Lloyds Banking Group. This crucial role will involve coordinating and working together with individuals from both within and outside the organisation to ensure the continuous operation and accessibility of our outstanding meeting spaces. If you think all banks are the same, you'd be wrong. We're an innovative, fast-changing business that's shaping finance as a force for good. A bank that's empowering its people to innovate, explore possibilities and grow with purpose. Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it is why we especially welcome applications from under-represented groups. We\'re disability confident. So, if you\'d like reasonable adjustments to be made to our recruitment processes, just let us know. We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual bonus award, subject to Group performance
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days\' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

Responsibilities

• Using appropriate remote monitoring/management tools actively monitor meeting room technologies. Manage the triage of issues and where possible co-ordinate their resolution remotely, or raise service tickets to internal colleagues or external support partners.
• Monitor incoming tickets on ServiceNow and other platforms, and allocate them to the appropriate internal and external support colleagues, ensuring service level agreements are met.
• Work closely with various teams to assess current and future support requirements. Offer advice on support capabilities and contribute to the creation of successful support strategies.
• Conduct regular review meetings with internal colleagues and external support partners to ensure alignment and address any challenges or opportunities for improvement.
• Line management and mentoring of AV support engineering colleagues across key locations.
• Develop, maintain, and document support processes for all areas of responsibility. This includes creating user support guides for meeting room technologies to create a seamless user experience.
• Serve as the technical recovery manager for meeting room technology, ensuring that appropriate measures are in place to handle any disruptions or incidents.
• Lead service calls with LBG colleagues and/or external providers to provide updates on ongoing support activities and effectively manage new and existing service tickets.
• Monitor and manage all service change requests to ensure operational resilience is maintained across all meeting spaces.
• Maintain an awareness of hardware moves, warranty swaps and upgrades in collaboration with other colleagues where they affect service provision.
• In partnership with Infrastructure Engineers, and Engineering Lead ensure that Design standards/guidelines (including acoustic & lighting recommendations) are consistently maintained and updated.
• Collaborate with team members to create and oversee service support roadmaps for Workplace Technology, in line with recognised industry standards.
• Stay updated on software updates from hardware/software vendors. Review, test, and co-ordinate the implementation of updates as required to maintain optimal performance and security.
• Proactively identify potential improvements to support models, seeking to automate where it improves the user experience.
• Develop service colleague user training and familiarization programs for workplace technology, including 1:1's, group sessions, and lunch and learn sessions, and deliver them appropriately.
• Ability to communicate effectively with both technical and non-technical end-users to accurately identify and address issues.
• Be self-motivated and accountable in a fast-paced, independent environment.
• Ability to think creatively and methodically to resolve technical issues.
• In-depth knowledge of AV related hardware such as Poly, Microsoft Teams, Cisco, Crestron, Extron, etc.
• Skill in overseeing and handling third-party partners to enhance service availability.
• Ability to create and maintain detailed documentation and reports.
• Familiarity with remote management/monitoring solutions to efficiently manage the meeting room technology.
• Ability to communicate and collaborate effectively with others, demonstrating customer-centricity and the ability to influence.
• Ability to coordinate and manage multiple tasks and meetings.
• Ability to work independently and as part of a wider team, fostering a collaborative and inclusive work environment.
• Clear and effective written and oral communication skills to convey information and ideas accurately.
• Experience of Agile ways of working would be an advantage.

Qualifications

• Experience of AV related hardware such as Poly, Microsoft Teams, Cisco, Crestron, Extron, etc.
• Familiarity with remote management/monitoring solutions to efficiently manage the meeting room technology.