SENIOR TECHNICAL SERVICES MANAGER - AV TECHNOLOGY - REDMOND, WA

Compass Group•Redmond, WA

13d•$95,000 - $115,000

About The Position

As the leader in business and industry dining, Eurest is the company to join if you want a rewarding career packed with limitless opportunities. We feed the employees of the nation's largest and most-prestigious companies -- in every state and across all industries. As a member of Eurest's leadership and professional support team, you will help our 16,000 chefs, and in-unit associates excel as they deliver world-class meals in corporate cafes and executive dining rooms with on-site catering through vending innovations and more. Our company is innovative, high performing and fast growing. Our teammates are enthusiastic, committed to quality and thrive on consistently delivering unparalleled results. And did we mention we work with exciting companies and at interesting locations? Come grow your career with Eurest.Job SummarySenior Technical Services Manager to provide additional leadership & guidance to all aspects of AV and technology services in operational support of all Eventions Events (especially high-touch, VIP-deemed events), AV Meetings, catering, and Event / Conference Planning and Production services. In addition, mentor and develop team supervisors and leaders and their teams to improve experience for Clients, stakeholders, and end-users continuously. Develop & maintain excellent relationships—complete with all clients and be able to support them as the technology subject matter expert for all things events and audio / visual support – both in resourcing and in equipment. Collaborate with peer teams to understand overall business impact when developing strategies and making critical operational the Complete ownership of Lines of Business (LOBs) financial budgets & client KPIs.

Requirements

A Bachelor’s Degree preferred
Minimum 3 years’ experience in the Audiovisual or Broadcasting industry
Must have working understanding of modern web conferencing and live video technologies
Must be knowledgeable in audio and presentation systems, including control systems
Must be able to troubleshoot audiovisual systems and equipment, including remotely
Experience in leading large, multi-faceted teams required.
Experience in all aspects of client & vendor management & partnerships required.
Competent in relative Microsoft applications – Excel, Word & Outlook
Ability to analyze client needs & requests, think strategically, possess business & time management skills, as well as the initiative & judgment to quickly evaluate issues, find alternatives & take appropriate courses of action.
Must have excellent change management and leadership skills
Superior quantitative, oral and written communications and problem-solving/strategizing skills
Exceptional customer service abilities
Competent in MS applications - Excel, Publisher, PowerPoint, Visio, FrontPage, Word, Internet, and Outlook
Excellent organizational skills & reporting

Responsibilities

Supports their leadership and peers in collaboratively building an industry-leading vision for their respective LOBs; ensures that this vision is communicated and that there is buy-in at all levels of AV, Event Management, and Operations, as well as externally with suppliers and business partners.
Subject matter expert on event utilization of supported technologies, including Teams, HD video recording, live video and audio streaming, video teleconferencing (VTC), and telepresence
Manage day-to-day operations
Provide customer service and support including technical troubleshooting and operational assistance, including event support
Monitor team communications and deliverables
Track equipment, including maintaining asset tracking program. Complete weekly equipment checks, and completing periodic audits of inventory lists
Maintain current industry and campus knowledge and contribute to business improvements, ensuring all support services are effective and competitive
Define and manage operational metrics and KPIs - volume, performance and impact - and execute plans to improve related measures
Assist with the onboarding of new services, including training staff, creating process documentation, and identifying equipment for purchase
Identify root issues in the delivery of support services and assist with development and implementation of corresponding solutions
Maintain key relationships with stakeholders, including Microsoft product groups, event teams, Microsoft Production Studios, Microsoft Learning, third-party vendors, etc.
Audit team performance during event and non-event support
Maintain team vehicles, including keys, mileage reporting, completion of maintenance, driving tests, damage reporting, and periodic inspections
Maintain team equipment and procurement of equipment
Technical production for high-level and complex events
Takes necessary action to achieve established quarterly account Key Performance Indicators (KPIs); completes reporting on KPI performance, as necessary.
Partners with other functional leaders in the environment to ensure effective cross-functional business delivery; models and holds direct reports accountable for effective collaboration and conflict resolution with Department management and associates.
Responsible for bringing forth innovations and initiatives to continuously improve Operational delivery.
Identifies critical issues & manages escalations from senior leadership and the client to ensure concerns are resolved to satisfaction of the client and internal leadership.
Works directly with other department leaders to achieve enterprise goals & initiatives and ensure the highest level of satisfaction for customers & clients.
Ensure support personnel are provided with all information and equipment necessary to provide successful event support
Attend pre-event meetings to ensure all needs are identified and addressed
Identify team purchasing needs and make purchase requests, including providing justifications
Support the Microsoft mission and Compass Group objectives of customer service, operational excellence, teamwork, process improvement, leading by example and exceptional character
Adhere to Microsoft information security policies and best practices
Escalate unresolvable and/or out-of-scope issues to management in a timely fashion
Submit LOB-specific operational reporting
Other duties as assigned