Audio Video Support Lead

Pay Range: $31.00hr - $36.00hr

Job Overview:

Our client is seeking an experienced AV/VC Support Lead to own the delivery, reliability, and continuous improvement of Unified Communications (UC) and conference room AV services. In this role, the candidate 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. The successful candidate will act as 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.
• 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.
• 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.
• 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.
• 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.
• Strong verbal and written communication skills, leadership, and stakeholder management abilities.

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.