Enterprise Audiovisual Platform Services Supervisor

Latham & Watkins LLP • New York, NY

3d • $150,000 - $175,000 • Hybrid

About The Position

The Enterprise Audiovisual Platform Services Supervisor is an integral part of Latham’s Technology & Information Services team. This role will be responsible for overseeing the Audiovisual Operations and Virtual Events & Apps teams, ensuring the delivery of high-quality support for conference room technology, videoconferencing platforms, virtual events, and collaboration services across the firm, while supervising and coordinating the teams’ daily activities, including workload management, coaching, performance feedback, professional development, hiring, onboarding, training, goal setting, and employee performance evaluation. This role will be located in our New York office. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence.

Requirements

• Proven leadership and people management skills, including coaching, performance management, and leading teams through change
• Strong operational leadership skills with the ability to manage risk, resolve issues, and drive continuous improvement
• Advanced knowledge of collaboration technologies, including Microsoft Teams, Zoom, and audiovisual systems including control systems, DSPs, cameras, microphones, displays, USB peripherals, switching systems, and room automation
• A bachelor’s degree, with an emphasis in Information Technology, Computer Science, Audiovisual Technology, Communications Technology, or a related field, preferably; appropriate work experience may be considered in lieu of degree
• Relevant industry certifications such as AVIXA CTS, Microsoft Teams Administrator, Zoom Certifications, Extron, Crestron, Biamp, or similar certifications, preferably
• A minimum of five (5) years of experience supporting enterprise audiovisual, collaboration, or unified communications technologies, including experience providing formal or informal leadership through supervision, team leadership, mentoring, coaching, project leadership, or operational management responsibilities
• Prior direct supervisory experience, including responsibility for hiring, onboarding, coaching, performance evaluations, employee development, disciplinary actions, and leading geographically dispersed or remote support teams, preferably
• Experience managing service delivery, operational escalations, workload prioritization, support processes, and performance management activities within a technical support organization
• Experience with enterprise monitoring, management, ticketing, and reporting platforms, preferably
• Experience supporting enterprise videoconferencing platforms including Microsoft Teams and Zoom, as well as integrated audiovisual systems utilizing technologies from manufacturers such as Logitech, Extron, Biamp, Shure, Crestron, Cisco, Poly, or similar manufacturers
• Experience supporting, hosting, moderating, or providing live technical support for large-scale virtual events, webinars, executive meetings, executive sessions, and hybrid conferences
• Experience working within a large, multi-office enterprise environment, preferably

Responsibilities

• Supervising and participating in remote audiovisual support services for conference rooms, meeting spaces, executive events, and virtual meetings across the firm's global offices
• Supervising and participating in virtual event support services, including webinars, town halls, training sessions, executive meetings, firm-wide events, VIP meetings, and executive event coverage as needed
• Managing operational escalations and coordinating resolution efforts for critical audiovisual incidents, service interruptions, complex videoconferencing issues, collaboration platform issues, and virtual event support challenges
• Supporting operational activities generated through enterprise monitoring, management, alerting, and device lifecycle management platforms
• Ensuring compliance with established change management, asset management, incident management, and operational support processes
• Protecting and maintaining any highly sensitive, confidential, privileged, financial, and/or proprietary information that Latham & Watkins retains

Benefits

• Healthcare, life and disability insurance
• A generous 401k plan
• At least 11 paid holidays per year
• A PTO program that accrues 23 days during the first year of employment and grows with tenure
• Well-being programs (e.g. mental health services, mindfulness and resiliency, medical resources, well-being events, and more)
• Professional development programs
• Employee discounts
• Affinity groups, networks, and coalitions for lawyers and staff

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level