AV Support Services Lead

About Diversified

Diversified is a global leader in audiovisual and media technology. We design and build innovative spaces and experiences for clients across industries such as corporate, entertainment, sports, retail, and government. Our team partners with organizations around the world to create environments that connect people through technology.

At Diversified, you'll work on exciting and complex projects with opportunities to grow your career. We offer a collaborative and flexible work environment, competitive pay and benefits, and a culture that values diversity, inclusion, and innovation. If you're ready to grow, create, and make an impact, Diversified is the place to do it.

This position will operate as the Team Lead for the Support Services team at our client site. This role provides technical and operational support of audio-visual equipment and systems located within the following types of environments:
Video NOC, business/corporate offices, single and divisible conference rooms, training rooms, collaboration rooms, and open areas (including digital signage). This position will also be the subject matter expert for the broader team, help with hiring, training, and onboarding, and be involved with client and associate escalations. This position will also serve as the on-site liaison between the client, Diversified, and the other members of the on-site team.

NOTE:
This is a full-time hourly position with a 5-day/ 40 hr per week work schedule; overtime may be required. The weekly work schedule at this client site is Sunday
- Friday, so the ability to work Sunday's is a requirement. Specifics on the work schedule will be made clear during the interview process.

• Operate as the tech and client subject matter expert for the broader team.
• Help the Service Delivery Manager with hiring, onboarding, and new hire training.
• Be involved in client and associate escalations.
• Obtain and track metrics for all team and site locations.
• Exercising advanced technical skill level abilities to perform routine maintenance of advanced AV/technology related systems - including preventive maintenance, troubleshooting and break/fix repair of faulty systems and equipment.
• Oversight, management, and support of four (4) people on-site AV team provided by Diversified. Act as the liaison between the on-site team and Diversified Service management. Supervise and analyze the performance of the other team members. Provide manpower scheduling, expense approvals, and weekly time sheet approvals. Provide scheduling backfill for team members when they are absent.
• Oversight for planning and implementation of process improvement principles required to maintain AV technologies in critical areas such as Video NOC, training rooms, video walls, meeting rooms, conference rooms, and AV spaces.
• Support executive level meetings with tasks such as meeting start up, monitoring, and active troubleshooting.
• Oversee repair and service of all AV equipment while planning and implementing improvements in AV equipment. Act as the technical escalation point for all AV equipment and related issues.
• Work with the client team in the scheduling of meetings, and preparation of meeting room accommodation needs for trainers and end-users.
• Daily/weekly room sweep scheduling and execution, with reporting to the client to ensure equipment and customized space functionality is optimized and ready for use.
• Quarterly preventative maintenance of rooms at the designated client site.
• Identify defective or failed equipment and take ownership to resolution. Provide support for troubleshooting and maintenance of AV/multi-media systems. Provide problem identification, diagnosis and resolution of problems pertaining to medium to high complexity AV/multi-media systems.
• Interface with equipment manufacturers, developers, engineers, and project managers on the client's behalf to provide resolutions for highly complex systems.
• Conduct safe and correct diagnosis of faults - including removal, repair, tests, implementation, and operation of all aspects of audio visual, video conference, display and presentation technologies. Manage the daily activities of configuration and operation of AV/multi-media systems.
• Participate in and drive continuous improvement activities across AV technologies and collaborate with client to improve/evolve technology solutions.
• Provide assist to users in accessing, using, and diagnosing AV/multi-media systems.
• Track, update, and report on AV ticket issues and support requests - showing progress as reported issues transfer from initial reporting date/time through final resolution date/time. Provide regular reporting of current and historical analytical data to meet measured client metrics.
• Interface with client executive and "C" level personnel in a highly professional manner.
• Ensure compliance with client HR and Labor regulations, benefits, PTO, safety rules, etc.
• Collaborate with local Service management concerning team member…