Onsite Team Lead

Responsibilities

WHO WE ARE

AVI-SPL is a digital enablement solutions provider that transforms how people and technology connect to elevate experiences, create new value, and enable organisations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a strong team and that an inclusive and diverse workplace moves us all forward.

WHAT YOU WILL DO

The AVI-SPL Onsite Team Lead works in partnership with AVI-SPL Customer(s) to provide on premises support for AVI-SPL customers at customer site(s) with the end goals of delivering a world-class Customer Service experience.

The team leader role is accountable for the management of the Onsite team and customer relationship. They oversee the onsite delivery team to ensure that contracted services are delivered in accordance with agreed expectations and Service Level Agreements.

This person will be able to lead, manage and develop all onsite resources and will be located in the India office. They will be responsible for creating a positive team culture and be able to motivate the team to deliver professional and consistent levels of service.

Job Summary:

• Organise the team’s daily work schedule in order to provide comprehensive coverage for all user support requirements
• To be capable of supporting all key operational roles
• To accurately and quickly diagnose and escalate problems and faults
• To ensure all work is performed to company standards and in adherence to pre-defined SLA’s and that quality techniques are practiced
• To collate statistical information such as room usage, requests type, and OSR performance
• Delivery and management of AV events within purpose-built event environments
• Review administrative processes and recommend improvements as necessary
• Responsible for overflow of work as dictated by business needs
• Maintain current and acceptable procedures for all assigned task
• Setup/breakdown of conference spaces to meet the customers event needs

Skills required:

• Have executed or has experience supervising in house events.
• Preferred technical expertise in operating camera control systems, audio mixers, supporting virtual and hybrid Zoom meetings etc
• Strong leadership and management skills; lead with integrity
• Excellent communication skills, with the ability to confidently speak to senior members of staff
• Able to take ownership and to be accountable
• Ability to prioritise work and work under pressure
• Be able to convey high expectations to team members
• Be able to work to the highest quality standards with attention to detail
• Experience working within a corporate environment
• Ability to work flexible hours
• Be competent to a high level of computer literacy

Team Management:

• Direct management of the team
• Report any service impacting event immediately to customer
• Promoting and driving team collaboration and maintaining team morale
• Ensuring every team member completes a skills gap analysis and has a personal training & development plan
• Shift pattern management to ensure coverage throughout operational hours
• Conduct regular status and performance meetings with all direct reports Administration
• Collection of customer Statistical data including SLA performance and other business metrics for monthly reporting
• Drive the creation and enhancement of documentation including standard operating procedures the team.

Education and/or Experience

• Minimum of 3 - 5 years of Audio/Visual or IT support industry experience.
• Minimum of a High School Diploma or equivalent preferred.
• Fluent in English - Excellent verbal and written communication skills.
• Team Management.
• Able to perform routine Testing and problem diagnosis for Audio Visual Technologies.
• Edit software code using audio mixer software to calibrate digital signal processor technology and eliminate echo and feedback.
• Ability to read and utilize blueprints and audio/video flow diagrams.
• Perform network troubleshooting to diagnose static and dynamic IP addresses.
• Report any service impacting event immediately to client.
• Promoting and driving team collaboration.
• Shift leader experience preferred.

More about us:

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.