Associate Manager, AV Concierge

Company Description

Publicis Re:Sources is at the core of Publicis Groupe, the world's largest communications company. We are the only full-service, end-to-end shared service organization in the industry, enabling Groupe agencies to do what they do best: innovate and transform for their clients.

Formed in 1998 as a small team to service a few Publicis Groupe firms, Publicis Re:Sources has grown to 6,000+ employees in over 55 countries. We provide technology solutions and business services, including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management, information security, and global mobility - supporting 110,000+ employees across the Publicis Groupe network. Our people are at the center of everything we do, bringing curiosity, collaboration, and a commitment to excellence to their work every day.

Learn more about Publicis Re:Sources and the Publicis Groupe agencies we support at publicisresources.com.

Overview

The Audio-Visual Support Concierge Team Lead is responsible for leading the day-to-day operations of the AV Support Concierge team while ensuring exceptional service delivery across all conference room technologies, events, and executive support functions. This hands-on leadership role combines advanced technical expertise with people leadership, operational oversight, and stakeholder management.

The Team Lead serves as both a technical escalation point and team mentor, ensuring conference room technologies, collaboration platforms, and live events operate seamlessly across the business. The ideal candidate is a customer-focused leader who excels in fast-paced environments, drives continuous improvement, develops team talent, and partners closely with business stakeholders to deliver outstanding technology experiences.

This position requires you to work 100% in the office.

Responsibilities

Team Leadership & Operational Management

• Lead, mentor, and develop AV Support Concierge team members through regular coaching, feedback, and performance management.
• Establish team priorities, assign workloads, and ensure appropriate resource coverage for meetings, events, and daily operations.
• Foster a collaborative, accountable, and customer-first team culture.
• Monitor team performance against established service levels, support metrics, and operational objectives.
• Conduct regular team meetings and knowledge-sharing sessions to promote consistency and continuous improvement.
• Support hiring, onboarding, training, and professional development of team members.
• Serve as the primary escalation point for complex technical and customer issues.
• Create and maintain operational standards, processes, documentation, and best practices.

AV Operations & Technical Support

• Independently operate, maintain, troubleshoot, and repair AV systems and peripherals.
• Oversee daily health checks of conference rooms and collaboration technologies to ensure operational readiness.
• Conduct and coordinate pre-meeting AV checks for executive meetings, client presentations, and high-profile events.
• Troubleshoot, upgrade, and replace AV hardware and components while minimizing business disruption.
• Demonstrate advanced knowledge of audio-visual signal flow and conference room technologies.
• Maintain expertise across leading AV platforms and devices including Crestron, Poly, Cisco, Zoom, Microsoft Teams, Google Meet, and Webex.
• Coordinate with vendors, integrators, and support partners to resolve technical issues and maintain system reliability.
• Ensure accurate equipment inventory, asset tracking, and documentation management.

Client Support & Event Execution

• Schedule and coordinate AV support resources for executive meetings, client presentations, town halls, and special events.
• Provide hands-on live event production, monitoring, and support.
• Partner with business stakeholders to understand requirements and deliver tailored AV solutions.
• Act as a trusted advisor for conference room technologies, event planning, and collaboration solutions.
• Communicate technical issues, risks, and mitigation plans in real time during critical meetings and events.
• Ensure exceptional customer experiences through proactive communication and service excellence.
• Support after-hours and weekend events as required by business needs.

Systems, Communication & Workflow

• Ensure team compliance with SLA targets, operational metrics, and business processes.
• Monitor ticket queues and workload distribution through ServiceNow and other support tools.
• Identify trends, recurring issues, and opportunities for service improvement.
• Develop and drive remediation plans to address recurring AV challenges.
• Produce operational reporting, performance metrics, and service insights for leadership.
• Deliver end-user training and technology adoption support as needed.
• Collaborate with leadership on roadmap planning, technology improvements, and service enhancements.
• Maintain a proactive approach to process optimization and operational efficiency.

Strategic Partnership & Continuous Improvement

• Act as a strategic partner to business leaders and workplace teams regarding AV technologies and collaboration solutions.
• Recommend technology enhancements and operational improvements that improve reliability, scalability, and user experience.
• Lead initiatives focused on standardization, innovation, and operational excellence.
• Support organizational change management activities related to AV technologies and workplace experience.
• Make informed decisions during high-pressure situations to ensure continuity of business operations.

Qualifications

PROFESSIONAL SKILLS & PHYSICAL REQUIREMENTS

• Exemplary leadership, communication, and follow-up skills.
• Strong ability to balance hands-on technical responsibilities with team leadership obligations.
• Proven ability to influence stakeholders and build strong working relationships across all levels of the organization.
• Strong organizational, planning, and prioritization skills.
• Ability to lift and transport up to 60 lbs.
• Comfortable with extended periods of walking, standing, bending, or sitting.
• Flexible availability including early mornings, evenings, occasional weekends, and critical business events.

SOFT SKILLS

• Outstanding customer service orientation.
• Strong leadership and coaching abilities.
• Excellent verbal and written communication skills.
• Strategic thinking with strong problem-solving capabilities.
• Ability to remain calm and decisive during high-pressure situations.
• Strong stakeholder management and relationship-building skills.
• Ability to motivate teams while maintaining high performance expectations.
• Collaborative mindset with a focus on accountability and continuous improvement.

PREFERRED QUALIFICATIONS

Industry Certifications (Preferred)

• Certified Technology Specialist (CTS).
• CTS-I, CTS-D, or equivalent industry certifications.
• Microsoft Teams Rooms Certification preferred.

Experience

• 5+ years supporting enterprise AV technologies and collaboration platforms.
• 2+ years leading technical support teams, operations teams, or service delivery functions.
• Experience supporting executive leadership, high-profile meetings, and live events.

Additional Information

All your information will be kept confidential according to EEO guidelines. This job description in no way states or implies that these are the only duties to be performed by the employee(s) currently in this position. Employee(s) will be required to follow any other job related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an ""at-will"" relations. Salary Range - 95-115K/yr and benefits. Publicis Groupe offers a comprehensive benefits package including medical, dental, vision, retirement(401(K)), wellness and other employee programs. For additional information regarding available benefits, please visit publicisconnections.com. #LI-DS1