Av Team Leader

4 weeks ago

London, United Kingdom KINLY Full time

**AUDIO VISUAL TEAM LEADER**

The AV Team Leader’s prime function is to provide day to day management of the AV team as well as hands-on technical support across all meeting rooms, boardrooms, event spaces at the client site. The Team Leader will be responsible for the operation and development of the onsite AV Team in accordance with policies and procedures delivering excellent client service.

The position involves a high degree of exposure, working with executive management and managing partners of the firm to provide best in class service across all Audio Visual-related client services of Front of House. You will assist in managing all on-site staffing activities, ensuring best practice, customer focused teams, a progressive approach, a strong team orientated approach through effect issue resolution and positive motivation.

**ROLE & RESPONSIBILITIES**

All services should be delivered punctually at scheduled times and in accordance with agreed SLA’s. Their responsibilities include, but are not limited to:
**Team Leadership**
- Assist the Service Delivery Manager in all management of the on-site technicians to deliver excellent client services to internal and external clients.
- Develop, adopt, and deliver best practice service levels for the AV team.
- Induct, train, and mentor the backfill cover technicians.
- Assist the SDM with staff selection and recruitment.
- Promote and drive cross team collaboration ensuring a ‘one team’ attitude towards client service.
- Analyse and develop a skills gap and training matrix analysis for the on-site and backfill teams to drive continued development.

**Room and Asset Management**
- Daily room checks undertaken at the start/end of the day, such checks will take into consideration room criticality and any known hardware issues etc.
- Field Service
- Onsite Event Support;
- Site Surveys
- To be the point of contact for first line of troubleshooting
- To be able to explain complex information in simple, clear terms to a non-AV personnel.
- To ensure that the issue has been properly escalated to the appropriate service team(s) team if it can’t be remotely resolved
- Run reports to determine malfunctions that continue to occur. Ensure that all occurring faults and malfunctions have been properly catalogued and escalated
- Perform regular health checks for AV systems connected to database
- To compile and file reports to the SDM about the system usage, client satisfaction, team progress and other operational matters that will add value to the service.

**General AV Support**
- Ensure all multi-media / presentation rooms are maintained in good working order.
- Overseeing and providing first-line support to digital signage distribution platform.
- Cross-Communication between Front of house teams (AV onsite support, bridging, video bookings, reception, IT, etc.)to enable efficient and on-time support functions.
- AV equipment setup and support and staff training for new emerging technologies.
- Presentation / multi-media meeting room support, including duration support.
- Porterage and meeting room set up with focus on physical detail and general aesthetics in all areas.
- Provide feedback and reporting mechanisms for fault finding and service reporting for end to end issue resolution.
- Quick response to emergency / ad-hoc requests
- Run AV events and manage the event teams to deliver exceptional projects with maximum efficiency.
- Attend project and event meeting as deputised by the SDM or as requested by the client.

**General Duties**
- Mentor other members of the team, including cover technicians
- Provide regular feedback on communication issues and service improvements.
- Focus on service / operational issues for review
- Awareness of, and compliance with, the Quality, Environmental and Health and Safety policies and procedures that comprise Impact’s Integrated Management System.
- Awareness of, and compliance with, the security policies and procedures that comprise of both the client’s and Kinly’s information Security Management protocols.

**Global Co-ordination**
- Establish and maintain good working relationships with global counterparts within the client organisation.
- Hold and attend regular meetings within the team within the team to discuss service and operations issues.

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