AV Service Support Specialist Site Lead

Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world's most experiential environments. Our award‑winning team specializes in delivering solutions for the most complex, large‑scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back.

At Diversified, we're on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. With clients spanning the globe and an exciting pipeline of projects across industries, Diversified offers more than just a job. We offer a career path with the flexibility to grow personally and professionally, wherever your ambitions take you.

This person will be the day‑to‑day On‑site Service Supervisor for the AV team. This person will be the escalation point at the client for day‑to‑day operations, escalation of issues, and schedule management of the employees on‑site. The On‑site Service Supervisor will participate in the monthly review meeting, the weekly operational meetings, and any on‑demand meeting requested by Client Staffing. The On‑site Service Supervisor will also have periodic review meetings with the team to ensure the SLAs are accomplished.

This position will also be tasked with helping AV with preventative maintenance, break‑fix and meeting support.

• Knowledge of and adherence to SLA to keep service levels in line with the agreement
• Organizes and maintains regular Service Level reviews with the client’s service manager:
  • Review of outstanding actions from previous reviews
  • Current performance
  • Review of service levels and targets (where necessary)
  • Take appropriate actions required to maintain or improve service levels
  • Ensures that risks are identified, and mitigation plans are put in place
  • Acts as the coordination point for any temporary changes to service levels required
  • Ensures that changes are assessed for their impact on service levels
• Responsible for delegation of the Meeting Services roles and responsibilities
• Delegation and scheduling of daily, weekly, and monthly tasks, and projects
• Works with ADOPT Service Delivery Manager to ensure that staffing, technology and skill levels are adequate to achieve contract objectives
  • Delivery of monthly analytics to ADOPT Manager and client diagnostics, including AV projects and video productions
• Fosters a healthy working relationship between client and Diversified On‑Site team
• Responsible for assisting the local SDM with On‑Site Team’s yearly performance evaluation
• Keep metrics for all functions the team performs
• Documentation of all processes that pertain to the execution of AV projects and video production projects
• The ability to manage an event the team is running and step in to help at any position if needed
• This position should be able to perform all basic functions of roles beneath it

• High school diploma or equivalent
• Preferences given to AVIXA CTS‑I certification
• AVIXA CTS certifications will be considered (as an effort of working towards an AVIXA CTS‑I certification)
• Manufacturer certifications (QSC, Barco, Cisco, Crestron, Logitech, etc.)

• 3 to 5 years of experience in enterprise level AV support
• Competencies in Crestron and QSC control systems
• Competencies in Zoom and MS Teams technology

• Ideal candidate to have installation and field engineering experience
• Experience with audiovisual systems, ranging from conference room technology to control center environments
• Experience (hands‑on or prior exposure is a plus) with the following brands and technologies:
  • Logitech
  • Shure
  • QSC
  • Ross
  • Tripleplay
  • Dante Audio
  • TV One
  • EDC Speakers
  • Matrox

The technician will be provided a working area within an office/business environment. However, the role may often be called upon to support and…