AV/VC Support Lead

Raas Infotek LTD; Santa Clara (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Raas Infotek LTD in Santa Clara, CA, seeks an AV/VC Support Lead to own delivery, reliability, and improvement of UC and conference room AV services. You will lead a team of AV specialists and partner with IT, facilities, and vendors to deliver seamless meeting experiences across all AV spaces.

You will be a hands-on technical expert and a people leader, defining standards, managing escalations, and tracking KPIs/SLAs while driving improvements across AV environments and large events.

Qualifications

• 15+ years of AV/UC support experience is not specified; senior lead experience expected.

Responsibilities

• Lead AV/UC support specialists and manage escalations.
• Define and maintain support processes, SOPs, and knowledge base articles.
• Own support strategy for Teams, Webex, and Cisco platforms.
• Oversee installation, configuration, and maintenance of AV equipment.
• Plan IT AV support for executive meetings and large events.
• Manage vendor relationships, SLAs, and budgets.

Skills

Leadership

Stakeholder management

AV/UC troubleshooting

Team coaching

Project management

Tools

Microsoft Teams

Webex

Cisco video endpoints

ServiceNow

Job description

Job Title: AV/VC Support Lead (Unified Communications)

Job Summary

We are seeking an experienced AV/VC Support Lead to own the delivery, reliability, and continuous improvement of our Unified Communications (UC) and conference room AV services. In this role you will lead a team of AV support specialists, set support standards, manage escalations, and partner with IT, facilities, and vendors to deliver seamless meeting experiences across all AV spaces. You will be both a hands-on technical expert and a people leader.

Key Responsibilities

• Lead, coach, and mentor AV support specialists; assign work, set priorities, and manage schedules and on-call coverage.
• Serve as the escalation point (Tier 2/3) for complex AV, UC, and conference room issues.
• Define and maintain support processes, SOPs, runbooks, and knowledge base articles.
• Track and report on KPIs and SLAs (ticket volume, resolution time, room uptime, user satisfaction) and drive improvements.

UC & Meeting Platform Ownership

• Own support strategy for Microsoft Teams, Webex, and Cisco video conferencing platforms.
• Lead troubleshooting of complex meeting issues and conduct root cause analysis for recurring problems.
• Coordinate platform updates, new feature rollouts, and user communications.

Conference Room & AV Infrastructure

• Oversee installation, configuration, and maintenance of AV equipment across all AV spaces, including Cisco video endpoints and Poly phones.
• Define room standards, designs, and build specifications for new and refreshed spaces.
• Plan and run proactive room health checks, monitoring, and preventive maintenance programs for AV and network equipment.

Events & Large Group Support

• Plan and lead IT AV support for executive meetings, town halls, and large events.
• Ensure staffing, equipment, and contingency plans are in place for high-visibility sessions.
• Manage relationships with AV integrators, OEMs, and service providers, including SLAs, escalations, and contract renewals.
• Lead AV projects from requirements through delivery, including scope, timelines, budget, and testing.
• Support budget planning and lifecycle/refresh forecasting for AV equipment.

Inventory, Compliance & Documentation

• Ensure accurate records of AV inventory, configurations, warranties, and maintenance history.
• Ensure adherence to IT security, compliance, and change management standards.
• Review and approve documentation, incident reports, and post-event reviews.

Required Qualifications

• 15+ years of experience in AV/UC support, including 6+ years in a lead, supervisory, or senior role.
• Strong expertise in Microsoft Teams, Webex, and Cisco video conferencing environments.
• Hands-on experience with conference room AV design, installation, and troubleshooting, including displays, DSPs, codecs, cameras, microphones, and control systems.
• Familiarity with Poly phones and room integrations.
• Solid understanding of networking fundamentals (LAN/WAN, VLANs, QoS, PoE) as they relate to AV and UC.
• Experience managing vendors, projects, and service-level agreements.
• Excellent communication, leadership, and stakeholder management skills.

Preferred Qualifications

• Certifications such as CTS, Cisco (CCNA/CCNP Collaboration), or Microsoft Teams certifications.
• Experience with ITSM tools (e.g., ServiceNow) and room monitoring/management platforms.
• Experience supporting global or multi-site environments.
• Background in budgeting and lifecycle planning.

Success Measures

• Improved room uptime and faster incident resolution.
• Higher user satisfaction for meetings and events.
• Consistent standards across all AV spaces.
• Accurate inventory and a well-documented support model.
• A skilled, engaged, and well-covered support team.