AV Support Lead

AllWave AV; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

AllWave AV in Bengaluru (with service across Chennai and Gurugram) seeks an AV Collaboration Services Team Lead to manage day-to-day AV support and service operations. You will provide onsite AV support, coordinate services, communicate with clients, handle escalations, and report on performance to ensure high customer satisfaction.

The role requires 5+ years of AV experience, hands-on Teams Rooms and Zoom Rooms work, ITSM familiarity, and the ability to support executive-level environments.

Qualifications

• 5+ years of AV support experience.
• Hands-on experience with Microsoft Teams Rooms.
• Hands-on experience with Zoom Rooms.
• Experience with ServiceNow or other ITSM platforms.
• Experience supporting executive-level environments.
• AVIXA CTS, CTS-I, CTS-D, or equivalent certification preferred.

Responsibilities

• Provide advanced technical support for Microsoft Teams Rooms, Zoom Rooms, and other AV systems.
• Coordinate daily service activities across India locations (Bengaluru, Chennai, Gurugram).
• Manage escalations, incidents, and customer communications.
• Lead service review meetings and governance discussions.
• Develop and deliver service performance reporting and metrics.
• Coordinate vendor management and OEM escalation activities.
• Support root cause analysis and continual improvement initiatives.
• Oversee spare management and inventory governance.
• Support executive meetings, town halls, and webcast events.
• Coordinate backup resource planning and business continuity activities.

Skills

AV support

Microsoft Teams Rooms

Zoom Rooms

Executive-level environments

ITSM platforms (ServiceNow)

Education

AVIXA CTS/CTS-I/CTS-D certification preferred

Tools

ServiceNow

Job description

Allwave is looking for an AV Collaboration Services Team Lead to manage day-to-day AV support and service operations across Bengaluru, Chennai, and Gurugram. The role involves providing onsite AV support, coordinating services, managing client communication, handling escalations and reports, and ensuring smooth service delivery and customer satisfaction.

Key responsibilities

• Provide advanced technical support for Microsoft Teams Rooms, Zoom
• Rooms, digital signage, conferencing, and collaboration technologies.
• Coordinate daily service activities across all India support locations.
• Manage escalations, major incidents, and customer communications.
• Lead service review meetings and governance discussions.
• Develop and deliver service performance reporting and operational metrics.
• Coordinate vendor management activities and OEM escalations.
• Support root cause analysis, problem management, and continual improvement initiatives.
• Oversee critical spare management and inventory governance.
• Support executive meetings, town halls, webcast events, and other high- profile business activities.
• Coordinate backup resource planning and business continuity activities.

Desired Qualifications

• 5+ years of AV support experience
• Hands-on experience with Microsoft Teams Rooms
• Hands-on experience with Zoom Rooms
• Experience with ServiceNow or other ITSM platforms
• Experience supporting executive-level environments
• AVIXA CTS, CTS-I, CTS-D, or equivalent certification preferred