Job Description

The AV/VC Supervisor plays a critical role in managing the activities and responsibilities of the AV/VC break/fix and events teams, ensuring global support for our client. As a key member of the management team, the AV/VC Supervisor is responsible for providing high-level technical assistance to the team and ensuring service and support are delivered to customers at agreed-upon service levels. This role encompasses support for collaboration meetings using both remote and onsite AV systems, including All Hands events, webcasts, and smaller sessions on a global scale. The Supervisor also handles various media events and training sessions, requiring a solid understanding of collaboration tools such as Zoom, Zoom Phone, Slack, Neat, and Cisco.

Responsibilities

• Works directly with the Service Delivery Manager & Operations Manager to coordinate, prioritize, and maintain optimal service execution to meet client-specific key performance indicators.
• Leads and provides coaching for technicians when workflow deficiencies are identified.
• Conducts regular 1-to-1 meetings with the local and regional teams to provide guidance and support.
• Audits ticket data to ensure ticket handling quality meets or exceeds expectations.
• Observes and reports on service trends across individuals and the team as a whole.
• Attends and provides input during weekly team meetings and leadership syncs.
• Set up and break down audio-visual equipment for meetings and events, including projectors, microphones, speakers, etc.
• Operate and monitor equipment during meetings, managing sound levels, remote cameras, video playback, and webcasting.
• Communicate with users regarding requirements for upcoming meetings.
• Connect Windows and Mac devices to audio-visual equipment.
• Instruct users in the operation of equipment if necessary.
• Document/update standard operating procedures.
• Interface and work with varied positions and levels of technical knowledge within the department and other company departments.
• Act as Supervisor to the AV/VC team, approving timecards, time off, and other administrative duties.

Skills

• Minimum of 4 years of experience in audiovisual or a related field
• Strong leadership skills
• Process improvement-minded individual with the ability to streamline and improve workflow
• Strong customer service skills with the ability to communicate effectively
• Strong focus and organizational skills
• Experience in bridging and planning global meetings
• Self-motivated with strong coordinating skills
• Understanding or willingness to learn wiring diagrams
• Basic knowledge of AV integration and installation
• Demonstrated ability to work independently and prioritize multiple competing tasks
• Exposure as an operating technician for live audiovisual special events
• Experience as an operating technician, as well as planning and execution of live audiovisual special events