Sr. AV​/VC Operations Lead

We’re hiring a seasoned, hands‑on AV/VC Operations Lead to own day‑to‑day meeting‑experience reliability across the US region. This person will both lead and do: managing a small, distributed team while remaining a technical contributor who installs, configures, and troubleshoots meeting room systems. You will be the customer’s operational point of contact — running environment state calls, surfacing risks and recommendations, managing vendors, and driving continuous improvements across diverse sites and time zones.

The ideal candidate is organized, and capable of balancing tactical support with strategic operational leadership.

• Serve as the Operations Lead for the US region including Latin America, ensuring consistent service delivery across all covered sites.
• Directly manage and mentor 1–3 technicians (San Jose/NY) and provide matrixed leadership for local site technicians/integrators in LATAM and other US locations.
• Drive adherence to SOPs, staffing schedules, and shift coverage; lead 1:1s and development plans.
• Own regional escalation protocols, ensuring timely escalation to Engineering, OEMs and vendor partners.

• Perform hands‑on configuration, commissioning, and troubleshooting of meeting rooms and AV/VC systems.
• Required hands‑on expertise with Microsoft Teams Rooms on Windows (MTRoW) and Microsoft Teams Rooms on Android (MTRoA).
• Troubleshoot audio video, control systems, room endpoints, cabling and network‑related meeting‑quality issues.
• Provide remote and onsite break/fix support and coordinate RMAs and vendor service engagements.

• Ensure proactive monitoring and preventative maintenance across US & LATAM rooms and endpoints.
• Validate room readiness for daily operations, major events, and all‑hands meetings across regional schedules.
• Monitor health dashboards and elevate outages or degradations to Engineering / TAC as needed. (Aligned to Ops Lead guidance.)
• Own Tier 1/2 incident response for the region, manage ticket queues and ensure SLA compliance.
• Coordinate with OEMs (Microsoft, Logitech, Crestron, etc.), local integrators, and cross‑functional teams (Networking, Facilities, Info Sec) to resolve complex incidents.
• Lead post‑incident RCAs for major or recurring outages and implement corrective actions.
• Lead recurring customer‑facing “state of the environment” calls for the region: prepare agenda, present KPIs, highlight risks, and recommend mitigations.
• Provide weekly/monthly regional reports and dashboards (uptime, MTTR, SLAs).

• Lead operational projects (room upgrades, rollouts, lifecycle replacements) and coordinate cross‑region execution with Engineering and Integrators.
• Maintain and refine SOPs, playbooks, and troubleshooting guides; implement automations to reduce manual effort.
• Drive pilots and small POCs to improve hybrid meeting experience and operational efficiency.

• Manage spare/back‑up inventory and asset tracking for the region in enterprise systems (e.g., Service Now).
• Apply device security best practices and work with Info Sec to remediate security findings; ensure local compliance across LATAM jurisdictions as required.

• Coordinate across multiple time zones and local business practices; work closely with local integrators and vendors in Latin America.
• Ensure culturally informed and timely communications; escalate local regulatory or compliance concerns to stakeholders.

• Experience:
  
  5+ years supporting AV/VC in enterprise environments.
• Leadership:
  At least 1 year leading or managing people (supervisory or technical lead).
• Hands‑on technical:
  Demonstrated, recent hands‑on experience with MTRoW (Windows) and MTRoA (Android).
• Strong troubleshooting across audio, video, control systems, and network‑related meeting quality.
• At least one AVIXA certification (CTS, CTS‑I, or equivalent).
• Experience with ticketing & asset management (Service Now or similar) and monitoring/management tools.
• Experience running customer‑facing operations calls and…