AV Technician Team Lead

EOS•San Francisco, CA

About The Position

The AV Team Lead is responsible for leading the Audio-Visual team, ensuring timely and effective resolution of technical issues related to video conferencing and in-room technology. This role involves mentoring technicians, managing the incident ticketing system, developing support processes, and serving as the primary escalation point for complex technical and critical incidents.

Requirements

Ability to be self-motivated and accountable in a fast-paced, independent environment.
Ability to think creatively as well as methodically regarding technical issues.
Knowledge of Cisco, Crestron, Extron, Shure, Clearone, and other AV/VC related hardware and signal flow.
Strong interpersonal, customer service, and conflict resolution skills.
Willingness to learn and adapt to client culture.
Ability to work both independently as well as with a team.
Ability to handle physical tasks such as lifting large/heavy objects and physical integration/maintenance work.

Responsibilities

Mentor the AV team, including scheduling, and training.
Oversee and manage the ticketing system, ensuring all incidents and service requests are logged, prioritized, and resolved within established Service Level Agreements (SLAs).
Serve as the escalation point for complex technical issues and manage critical incidents.
Develop, document, and maintain AV support processes, policies, and knowledge base articles to improve efficiency and first-contact resolution rates.
Monitor and report on AV performance metrics, analyze trends, and implement continuous improvements to service delivery.
Manage hardware and software inventory
Coordinate with other teams (e.g., Network Operations, Systems Engineering) to ensure seamless support.
Assist with onboarding of new employees, including access, trainings, and laptop setup.

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