Team Lead, IT​/Tech

About the Role Role Overview

proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally.

Our immediate requirement is for an experienced Team Lead to be a key part of our London team, representing proAV and working onsite, taking full responsibility for ensuring all activities across client site are delivered as per existing SLAs. They are the face of the Multimedia Services to the client and have a primary goal of satisfying the client’s needs throughout their meetings and events.

Site Managers work with technicians, general client services and the technical production team to plan for events and meetings occurring across the meeting rooms / event spaces by fulfilling staffing requirements, certifying equipment health, managing costs and overlooking onsite activities.

One of many openings available at proAV (who have over 500 team members globally), this position is based within our end user’s organisation who continue to invest in state-of-the‑art technologies, services, and training.

This is an exciting opportunity for an exceptional, experienced Team Lead to join an established operation with scope to drive and enhance the service at every opportunity.

Experience and seniority of the position will be reflected by the remuneration and benefits package.

• Direct management of onsite technician (s) and cover technicians.
• Service Improvements - work with the Client to identify service improvements.
• Incident management - manage process lifecycle as per client’s internal processes.
• Discipline - maintain an organized and professional environment where the team are managed to meet and exceed client standards.
• Performance Management - regular 1 to 1 meetings with direct reports, performance improvement plans if required.
• Staff Development - skills matrix, training requirements.
• Daily workload management and allocation for all resources.
• Make suggestions for service improvements drawing on metrics, experience and feedback.
• Attend service review meetings and pre stats.

• Management of Client tickets/incidents through ticketing portal.
• Daily RFB (Ready for Business) checks Exec rooms / event spaces/ high profile meeting spaces.
• Executive white glove meeting support/set up.
• Supporting of internal customers regarding the services on a day to day basis.
• Event support & management (local/hybrid).
• Responsible for overseeing client events, including scoping, rehearsals, equipment testing and delivery.
• Equipment maintenance including Break-fix & local repairs.
• Planned Software/firmware updates under proAV technical teams guidance (post Change Control approval).
• Local critical spares/consumables management.
• Coordination with proAV offsite helpdesk teams (repairs/logistics/field engineer visits).
• Coordination & scheduling of preventative maintenance visits.
• 3rd party & service dependency coordination.
• Booking in/out of goods via loading bay.
• Submission of RAMS.
• Assist with building AV power downs / up checks.

• Management of site documentation.
• Daily & Weekly Operations Meetings - staff requirements, technical requirements, room health status, AV charges.
• Weekly Events Scheduling Forecast - staff requirements, training requirements.
• Staff rota and holiday requests.
• Service Requests - decision maker regarding service requests for their respective locations.
• Maintenance - ensure that all spaces are being regularly checked by technicians in line with existing procedures.
• Business Liaison - client communication, feedback and operational status.
• Financial - purchases, overtime.
• Equipment Inventory & Tracking.
• Reporting Metrics.

40 hours per week, 9 hours a day on a rotational shift basis between 7am-7pm,…