Job Description
The Enterprise Audiovisual Platform Services Supervisor is an integral part of the Technology & Information Services team. This role will be responsible for overseeing the Audiovisual Operations and Virtual Events & Apps teams, ensuring the delivery of high-quality support for conference room technology, videoconferencing platforms, virtual events, and collaboration services across the firm, while supervising and coordinating the teams’ daily activities, including workload management, coaching, performance feedback, professional development, hiring, onboarding, training, goal setting, and employee performance evaluation. This role will be located in our New York office. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence. Duties include:
-Supervising and participating in remote audiovisual support services for conference rooms, meeting spaces, executive events, and virtual meetings across the firm's global offices -Supervising and participating in virtual event support services, including webinars, town halls, training sessions, executive meetings, firm-wide events, VIP meetings, and executive event coverage as needed -Managing operational escalations and coordinating resolution efforts for critical audiovisual incidents, service interruptions, complex videoconferencing issues, collaboration platform issues, and virtual event support challenges -Supporting operational activities generated through enterprise monitoring, management, alerting, and device lifecycle management platforms -Ensuring compliance with established change management, asset management, incident management, and operational support processes -Protecting and maintaining any highly sensitive, confidential, privileged, financial, and/or proprietary information
Skills and Requirements
-5+ years of experience supporting enterprise audiovisual, collaboration, or unified communications technologies, including experience providing formal or informal leadership through supervision, team leadership, mentoring, coaching, project leadership, or operational management responsibilities -Prior direct supervisory experience, including responsibility for hiring, onboarding, coaching, performance evaluations, employee development, disciplinary actions, and leading geographically dispersed or remote support teams, preferably -Experience managing service delivery, operational escalations, workload prioritization, support processes, and performance management activities within a technical support organization -Experience with enterprise monitoring, management, ticketing, and reporting platforms, preferably -Experience supporting enterprise videoconferencing platforms including Microsoft Teams and Zoom, as well as integrated audiovisual systems utilizing technologies from manufacturers such as Logitech, Extron, Biamp, Shure, Crestron, Cisco, Poly, or similar manufacturers -Possess advanced knowledge of collaboration technologies, including Microsoft Teams, Zoom, and audiovisual systems including control systems, DSPs, cameras, microphones, displays, USB peripherals, switching systems, and room automation -Experience supporting, hosting, moderating, or providing live technical support for large-scale virtual events, webinars, executive meetings, executive sessions, and hybrid conferences -Experience working within a large, multi-office enterprise environment -Relevant industry certifications such as AVIXA CTS, Microsoft Teams Administrator, Zoom Certifications, Extron, Crestron, Biamp, or similar -A bachelor’s degree, with an emphasis in Information Technology, Computer Science, Audiovisual Technology, Communications Technology, or a related field
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.