AV Technician Team Lead

EOS • San Francisco, CA

3d

About The Position

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees. We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed