AV Team Lead

Audio-Visual Support Concierge Team Lead 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. 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. SoHo Dragon