AV Service Manager – Meeting Events Tech Services; METS

AV Service Manager – Meeting Events Tech Services (METS)

Location:

Onsite – 5 Days/Week | Boston, MA, or NYC, or Atlanta, or Windsor, CT or Charleston, SC

Platforms:
Microsoft Teams, Zoom, Web Ex

The AV Service Manager leads the Meeting Events Tech Services (METS) team, ensuring all AV events, conference rooms, and AV hardware across the nation operate at the highest service levels. This role oversees a team of AV technicians, partners with L3 AV/Collaboration Engineering for buildouts and technology upgrades, and drives continuous service improvements. The manager is accountable for proactive room checks, meeting preparation, vendor coordination, and technical excellence to deliver a seamless in‑person, virtual, and hybrid meetings experience for business stakeholders.

Events range from small meetings to large‑scale productions of 1,500+ participants.

• Oversee daily AV operations for conference rooms, event spaces, and hybrid meeting environments, ensuring spaces meet or exceed defined SLAs for uptime and readiness.
• Lead and coach a team of AV technicians; manage scheduling, task assignment, and performance to maintain a high‑touch, customer‑first culture.
• Develop and enforce proactive room readiness programs: daily/weekly health checks, device monitoring, test calls, and preventative maintenance.
• Serve as the operational escalation point for critical incidents impacting executives and high‑visibility events, ensuring rapid resolution and effective communications.
• Plan and execute AV support for executive meetings, all‑hands, webcasts, and multi‑site hybrid events—including productions with 1,500+ participants—covering pre‑production, rehearsals, show calling, live switching/streaming, and post‑event retrospectives.
• Ensure “zero‑surprise” delivery via advance room checks, content testing, backup gear, redundancy plans, and rapid incident response.
• Partner with L3 AV/Collaboration Engineering on standards, reference designs, and integrations (Microsoft Teams Rooms primary; Zoom Rooms secondary), and help pilot emerging technologies.
• Instrument and analyze performance metrics (uptime, MTTR, CSAT) to drive continuous service improvements and reduce repeat incidents.
• Support buildouts, expansions, and refresh cycles—provide SOW input, perform room acceptance testing, and define post‑deployment success criteria.
• Own relationships with AV vendors and service partners: performance reviews, maintenance renewals, RMA lifecycle, and SLA adherence.
• Coordinate with End User Services, Network/Collab Engineering, Facilities/Real Estate, and Security on cross‑functional changes and risk mitigation.
• Own AV asset lifecycle: standards, inventory, firmware/patch cadence, and refresh roadmap.
• Enforce ITIL‑aligned Incident, Problem, and Change processes, including maintenance windows, stakeholder communications, and CAB approvals as required.
• Ensure compliance with security and accessibility guidelines for AV solutions and recorded content.

• 7+ years in AV operations/support, including 3+ years leading AV technicians or service teams in multi‑site corporate environments.
• Proven delivery of hybrid event production and executive‑level support.
• Hands‑on expertise with room systems (Microsoft Teams Rooms primary, Zoom Rooms secondary), SIP/H.323, PTZ cameras, DSPs, and control systems (e.g., Crestron, Extron, Q‑SYS, Biamp).
• Working knowledge of enterprise networking (VLANs, QoS, PoE), monitoring/alerting tools, and remote endpoint management.
• Vendor management and contract/SLA oversight experience.
• Excellent communication, stakeholder management, and incident leadership.
• Working knowledge of ITIL; disciplined ticket hygiene and metrics management in Service Now/Jira (or equivalent).

• CTS, CTS‑I, or CTS‑D;
  Dante Level 2/3; Q‑SYS, Biamp Tesira, Crestron (incl. DM‑NVX) certifications.
• Microsoft Teams Rooms and/or Zoom Rooms certifications; ITIL 4 Foundation.
• Experience with webcast platforms, eCDN, and broadcast switchers.

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