AV Team Lead

sohodragon; New York (NY); Presencial; USD 110.000 - 150.000; Jornada completa

Descripción de la vacante

Global advertising and communications company in New York City is seeking an Audio-Visual Support Concierge Team Lead. This hands‑on leadership role combines advanced technical expertise with people leadership to ensure conference room technologies, collaboration platforms, and live events run smoothly.

The role is 100% in-office, with a focus on team development, escalation management, and delivering exceptional technology experiences for executive meetings and events.

Formación

• 5+ years supporting enterprise AV technologies.
• 2+ years leading technical support teams or service delivery functions.
• Experience supporting executive leadership, high-profile meetings, and live events.

Responsabilidades

• Lead, mentor, and develop AV Support Concierge team members through coaching and performance management.
• Establish team priorities, assign workloads, and ensure resource coverage for meetings and events.
• Foster a collaborative, customer-first team culture and monitor service levels and metrics.
• Coordinate with vendors and partners to resolve issues and maintain system reliability.
• Provide hands-on live event production, monitoring, and support for executive meetings and client events.

Conocimientos

Leadership

AV systems

Customer service

Stakeholder mgmt

Communication

Herramientas

Crestron

Poly

Cisco

Zoom

Microsoft Teams

Google Meet

Webex

Descripción del empleo

Client: Global advertising and communications company

Location: On-site New York City

Employment Type: Contract-to-hire

Job Summary

The Audio-Visual Support Concierge Team Lead is responsible for leading the day-to-day operations of the AV Support Concierge team while ensuring exceptional service delivery across all conference room technologies, events, and executive support functions. This hands‑on leadership role combines advanced technical expertise with people leadership, operational oversight, and stakeholder management. The Team Lead serves as both a technical escalation point and team mentor, ensuring conference room technologies, collaboration platforms, and live events operate seamlessly across the business. The ideal candidate is a customer-focused leader who excels in fast‑paced environments, drives continuous improvement, develops team talent, and partners closely with business stakeholders to deliver outstanding technology experiences.

This position requires you to work 100% in the office.

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

• 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.
• Flexible availability including early mornings, evenings, occasional weekends, and critical business events.

Soft Skills

• Outstanding customer service orientation.
• Strong leadership and coaching abilities.
• Excellent verbal and written communication skills.
• Strategic thinking with strong problem‑solving capabilities.
• Ability to remain calm and decisive during high‑pressure situations.
• Strong stakeholder management and relationship‑building skills.
• Ability to motivate teams while maintaining high performance expectations.
• Collaborative mindset with a focus on accountability and continuous improvement.

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.