Job Title: AV/VC Support Lead (Unified Communications)Location- Santa Clara, CA
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 ResponsibilitiesTeam Leadership & Service Delivery
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.
Vendor & Project Management
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.