Senior Manager – AV Support

Senior Manager – AV Support

Requirements

• 5+ years of experience leading advanced technical teams with customer-obsessed responsibilities
• Experience supporting AV/VC & event issues and escalations
• Experience working on a high-volume ticketing system (+4000 PM)
• Experience working on a large-scale video conferencing system and deployment
• Experience supporting customer IT needs within a global team supporting multiple regions and time zones
• Must have the necessary soft skills to work in a customer-facing environment: Effective Communication, Active Listening, Patience, Empathy

Responsibilities

• Provide technical guidance, leadership, and be a mentor to the team from technical and professional perspectives
• Play a key role in delivering results to drive efficiency and improvements
• Take ownership of analyzing ticketing data, customer feedback, and subsequently leveraging customer issues escalations as a leader of the AV/VC & event staff
• Work with the staff and management team to implement and measure strategic plans and outcomes
• Provide leadership and support for the team to ensure staff understand and meet service level agreements in productivity, service, and quality metrics to provide exemplary customer interaction
• Provide the very best customer service experience for all employees with your knowledge in technology, resolving support requests, educating, and sharing knowledge with our workforce
• Work with the team to improve efficiency by implementing new processes, and automation
• Provide onsite leadership and coordination for extended IT teams, including security, IT support, and Networking
• Collaborate with global IT teams to ensure alignment with company-wide IT strategies and initiatives
• Act as the primary point of contact for AV/VC & event issues and escalations

Preferred Qualifications

No preferred qualifications provided.