Onsite Team Lead

Avispl; Mumbai; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

AVI-SPL seeks an Onsite Team Lead in Mumbai to manage the on-site delivery team and ensure world-class customer service at customer sites. You will organize daily work, diagnose issues, and ensure adherence to SLAs with a focus on building a positive team culture and strong customer relationships.

Responsibilities include overseeing shift patterns, regular performance reviews, and reporting metrics for monthly reviews, while continuously improving processes and event setup for conferences and AV

Qualifications

• 3–5 years in AV or IT support.
• High School Diploma or equivalent preferred.
• Fluent in English with excellent verbal and written communication.
• Team management.
• Ability to perform routine testing and diagnose AV technologies.
• Edit software code using audio mixer software to calibrate DSPs and eliminate echo/feedback.
• Ability to read blueprints and AV flow diagrams.
• Network troubleshooting for IP addresses (static/dynamic).
• Report service‑impacting events to clients.
• Promote and drive team collaboration.
• Shift leader experience preferred.

Responsibilities

• Direct management of the team.
• Report any service impacting event immediately to customer.
• Promoting and driving team collaboration and maintaining team morale.
• Ensuring every team member completes a skills gap analysis and has a personal training development plan.
• Shift pattern management to ensure coverage throughout operational hours.
• Conduct regular status and performance meetings with all direct reports.
• Collection of customer statistical data including SLA performance and other business metrics for monthly reporting.
• Drive the creation and enhancement of documentation including standard operating procedures the team.

Skills

Leadership

Camera control

Audio mixers

Zoom meetings

Communication

Ownership

Prioritization

Computer literacy

Teamwork

Education

AV/IT experience (3-5 years)

High School Diploma

English fluency

Team management

Diagnostics (AV)

DSP calibration

Technical reading (blueprints)

Networking troubleshooting

Client reporting

Collaboration

Shift leadership

Job description

Job Summary

The AVI-SPL Onsite Team Lead works in partnership with AVI-SPL Customer(s) to provide on premises support for AVI-SPL customers at customer site(s) with the end goals of delivering a world-class Customer Service experience. The team leader role is accountable for the management of the Onsite team and customer relationship. They oversee the onsite delivery team to ensure that contracted services are delivered in accordance with agreed expectations and Service Level Agreements. This person will be able to lead, manage and develop all onsite resources and will be located in the India office. They will be responsible for creating a positive team culture and be able to motivate the team to deliver professional and consistent levels of service.

Job Summary: Organise the team s daily work schedule in order to provide comprehensive coverage for all user support requirements To be capable of supporting all key operational roles To accurately and quickly diagnose and elevate problems and faults To ensure all work is performed to company standards and in adherence to pre-defined SLA s and that quality techniques are practiced To collate statistical information such as room usage, requests type, and OSR performance Delivery and management of AV events within purpose-built event environments Review administrative processes and recommend improvements as necessary Responsible for overflow of work as dictated by business needs Maintain current and acceptable procedures for all assigned task Setup/breakdown of conference spaces to meet the customers event needs

Responsibilities

• Direct management of the team
• Report any service impacting event immediately to customer
• Promoting and driving team collaboration and maintaining team morale
• Ensuring every team member completes a skills gap analysis and has a personal training development plan
• Shift pattern management to ensure coverage throughout operational hours
• Conduct regular status and performance meetings with all direct reports
• Collection of customer Statistical data including SLA performance and other business metrics for monthly reporting
• Drive the creation and enhancement of documentation including standard operating procedures the team.

Skills

• Leadership and management
• Camera control systems
• Audio mixers
• Zoom meetings (virtual and hybrid)
• Excellent communication skills
• Ownership and accountability
• Prioritise work and work under pressure
• Computer literacy
• Team collaboration

Education and Experience

• Minimum of 3 - 5 years of Audio/Visual or IT support industry experience.
• Minimum of a High School Diploma or equivalent preferred.
• Fluent in English - Excellent verbal and written communication skills.
• Team Management.
• Able to perform routine Testing and problem diagnosis for Audio Visual Technologies.
• Edit software code using audio mixer software to calibrate digital signal processor technology and eliminate echo and feedback.
• Ability to read and utilize blueprints and audio/video flow diagrams.
• Perform network troubleshooting to diagnose static and dynamic IP addresses.
• Report any service impacting event immediately to client.
• Promoting and driving team collaboration.
• Shift leader experience preferred.