Operating at the strategic and technical core of a corporate infrastructure, this client-facing leadership position provides operational oversight across an enterprise AV/VC ecosystem. Based on-site in Pretoria, the role focuses on delivering high-tier technical support and managing service delivery across Microsoft Teams Rooms, digital signage, IPTV, digital signal processing (DSP), and delegate conferencing environments. The position combines the duties of a senior technical specialist, on-site team lead, and service delivery management anchor to ensure continuous operational availability and strict alignment with Service Level Agreements (SLAs).

The outcome expected is the establishment of disciplined operational controls, high-priority escalation resolution, and the proactive governance of on-site support workflows
. Acting as the primary operational liaison between client stakeholders and internal department leadership, the successful candidate will manage daily on-site support models, monitor remote health dashboards, drive incident resolution, and mentor on-site technical personnel
.

Key Responsibilities

• 
  Technical Escalation Management:
  Investigate and resolve complex AV/VC, Microsoft Teams Rooms, digital signage, IPTV, DSP, and delegate system incidents, serving as the technical escalation point for Tier 1 and Tier 2 on-site technicians
  .

• 
  On-Site Team Leadership:
  Direct day-to-day workload allocations, monitor task priorities, maintain ticket update discipline, conduct performance reviews, and identify technical development areas across the on-site technical team
  .

• 
  Client Relationship Management:
  Serve as the primary day-to-day operational interface for client representatives, facilities teams, and network stakeholders, managing expectations around support response times, maintenance schedules, and high-priority event support
  .

• 
  Service Delivery & SLA Governance:
  Ensure all support activities align with the agreed Statement of Work (SOW) and SLA parameters, overseeing system health checks, routine maintenance, ticket quality, and out-of-scope escalation processes
  .

• 
  Strategic Account Support:
  Provide operational insights, risk assessments, and recurring incident data to department management to support service review meetings, continuous improvement plans, and account governance
  .

• 
  Documentation & Operational Risk Control:
  Maintain audit-ready documentation for tickets, system findings, and maintenance schedules, while developing Standard Operating Procedures (SOPs) and troubleshooting frameworks to mitigate service failure risks

Requirements

• 
  Enterprise AV/VC Background:
  Substantial technical background supporting integrated video conferencing, Microsoft Teams Rooms, audio DSP platforms, control systems, and enterprise meeting venue technologies.

• 
  On-Site Leadership Footprint:
  Verified experience leading technical personnel, coordinating daily operational workloads, and managing team outputs in a high-expectation setting.

• 
  Service Delivery & SLA Discipline:
  Demonstrated background managing incident pipelines, technical escalations, and SLA governance within a structured managed services framework.

• 
  Stakeholder Communication:
  Proven capacity to communicate technical findings, operational updates, and risk registers clearly to senior client representatives and technical teams.

Desirable Requirements

• 
  AVIXA Certified Technology Specialist (CTS) or higher certification
  .

• 
  Technical experience supporting Crestron, Extron, Televic, AV-over-IP, Dante, or related enterprise technologies
  .

• 
  Background supporting managed services inside banking, financial services, government, or similar high-governance environments
  .

• 
  Working familiarity with Information Technology Service Management (ITSM) systems, change control protocols, and risk management governance
  .

Required Software Skills

• 
  Microsoft Teams Rooms

• 
  ServiceNow
  (or similar ITSM ticketing software)