About this role
Client: Global advertising and communications company Location: On-site New York City
Employment Type: Contract-to-hire
JOB SUMMARY 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.
JOB FUNCTIONS 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. 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.