Sr. AV/VC Operations Lead

Job Description
Sr. AV/VC Operations Lead

Must Have Technical/Functional Skills
We're hiring a seasoned, hands-on AV/VC Operations Lead to own day-to-day meeting-experience reliability across the US region. This person will both lead and do: managing a small, distributed team while remaining a technical contributor who installs, configures, and troubleshoots meeting room systems. You will be the customer's operational point of contact running environment state calls, surfacing risks and recommendations, managing vendors, and driving continuous improvements across diverse sites and time zones. The ideal candidate is organized, and capable of balancing tactical support with strategic operational leadership.

Roles & Responsibilities
Regional Operational Leadership & People Management
" Serve as the Operations Lead for the US region including Latin America, ensuring consistent service delivery across all covered sites.
" Directly manage and mentor 1 3 technicians (San Jose/NY) and provide matrixed leadership for local site technicians/integrators in LATAM and other US locations.
" Drive adherence to SOPs, staffing schedules, and shift coverage; lead 1:1s and development plans.
" Own regional escalation protocols, ensuring timely escalation to Engineering, OEMs and vendor partners.
Hands-On Technical Work (Day-to-day)
" Perform hands-on configuration, commissioning, and troubleshooting of meeting rooms and AV/VC systems.
" Required hands-on expertise with Microsoft Teams Rooms on Windows (MTRoW) and Microsoft Teams Rooms on Android (MTRoA).
" Troubleshoot audio video, control systems, room endpoints, cabling and network-related meeting-quality issues.
" Provide remote and onsite break/fix support and coordinate RMAs and vendor service engagements.
Regional Monitoring, Room Readiness & Preventative Maintenance
" Ensure proactive monitoring and preventative maintenance across US & LATAM rooms and endpoints.
" Validate room readiness for daily operations, major events, and all-hands meetings across regional schedules.
" Monitor health dashboards and escalate outages or degradations to Engineering / TAC as needed. (Aligned to Ops Lead guidance.)
Incident Management & Vendor Coordination
" Own Tier 1/2 incident response for the region, manage ticket queues and ensure SLA compliance.
" Coordinate with OEMs (Microsoft, Logitech, Crestron, etc.), local integrators, and cross-functional teams (Networking, Facilities, InfoSec) to resolve complex incidents.
" Lead post-incident RCAs for major or recurring outages and implement corrective actions.
Customer Engagement & Reporting
" Lead recurring customer-facing "state of the environment calls for the region: prepare agenda, present KPIs, highlight risks, and recommend mitigations.
" Provide weekly/monthly regional reports and dash boards (uptime, MTTR, SLAs)
Projects & Process Improvement
" Lead operational projects (room upgrades, rollouts, lifecycle replacements) and coordinate cross-region execution with Engineering and Integrators.
" Maintain and refine SOPs, playbooks, and troubleshooting guides; implement automations to reduce manual effort.
" Drive pilots and small POCs to improve hybrid meeting experience and operational efficiency.
Asset, Security & Compliance
" Manage spare/back-up inventory and asset tracking for the region in enterprise systems (e.g., ServiceNow).
" Apply device security best practices and work with InfoSec to remediate security findings; ensure local compliance across LATAM jurisdictions as required.
Regional / Cultural Responsibilities
" Coordinate across multiple time zones and local business practices; work closely with local integrators and vendors in Latin America.
Ensure culturally informed and timely communications; escalate local regulatory or compliance concerns to stakeholders

Required Qualifications
" Experience: 5+ years supporting AV/VC in enterprise environments.
" Leadership: At least 1 year leading or managing people (supervisory or technical lead).
" Hands-on technical: Demonstrated, recent hands-on experience with MTRoW (Windows) and MTRoA (Android).
" Strong troubleshooting across audio, video, control systems, and network-related meeting quality.
" At least one AVIXA certification (CTS, CTS-I, or equivalent).
" Experience with ticketing & asset management (ServiceNow or similar) and monitoring/management tools.
" Experience running customer-facing operations calls and preparing operational dashboards.
" Strong organizational & project management skills; proven ability to lead distributed teams.
" Self-starter who proactively raises risks, proposes improvements, and drives operational outcomes.
Preferred Qualifications
" Fluency in Spanish preferred; Portuguese is a plus for broader LATAM coverage.
" Familiarity with Defender for Endpoint, conditional access, and enterprise device-security processes.
" Scripting/automation skills (PowerShell, Python, REST APIs) for tooling and ops workflows.
" Prior operations lead experience for multi-country or multi-region programs.
Metrics / KPIs (Regional)
" Room uptime/availability across US & LATAM
" MTTA / MTTR for regional tickets
" SLA compliance and ticket backlog trends by country/site
" Preventative maintenance & firmware compliance rates
" Closure of RCA action items and reduction in recurring incidents
Work Conditions
" Primary onsite presence expected in San Jose for local leadership; significant remote coordination for NY and LATAM sites.
" Role includes both desk/monitoring and physical on-site activity (installation, cabling, commissioning) at the San Jose site as required.
May participate in an on-call rotation and provide off-hours support for critical events