AV Team Lead

Client: G lobal advertising and communications company
Location: On-site New York City

Employment Type:   Contract-to-hire

JOB SUMMARY
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.

JOB FUNCTIONS
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.