Technology Manager

Convene•Boston, MA

About The Position

Convene Hospitality Group (CHG) operates a global portfolio of lifestyle brands focused on creating places and experiences that bring people together. The company designs, develops, and operates hospitality-driven destinations to host gatherings of all kinds, ranging from small corporate meetings to immersive brand activations and beyond. We love bringing people together in person, and that passion for great experiences extends to our employees as well. If you're interested in creating inspiring moments of connection, consider joining our team. AV TECHNOLOGY MANAGER - BOSTON Convene Hospitality Group is seeking an experienced and passionate AV Technology Manager to spearhead the opening and ongoing AV operations at Convene 555 Broadway, a vibrant new 32,000 sq. ft. event venue in the iconic SoHo neighborhood. As the AV Technology Manager, you will be directly responsible for planning and driving the success of our conference, workplace, and amenity services, ensuring the delivery of a premium, seamless, and values-driven tech-enabled hospitality experience from day one. We are looking for a genuine leader who exemplifies a passion for Hospitality, Events, and AV Technology, along with being a proponent of cultivating a positive and inclusive employee culture. This role will report to our property’s General Manager with a dotted line to our Regional AV Manager. The Technology Manager provides and manages all services used to deliver information technology to our customers and associates, including networking, desktop support, audio, video, HSIA, audio & video conferencing, webcasting and basic lighting for different types of meetings and events. Technology Managers work collaboratively to deliver an excellent meeting, conference, and workday experience. They oversee AV Specialists in supporting/executing customer needs and help manage, train and lead specialists in personal, technical and career development/training. The person in this role also works collaboratively with our sales and production teams to ensure seamless execution for our clients. The Technology Manager is responsible for Operations Management: Provide ad-hoc troubleshooting and assistance to customers of all technology competency levels Management/troubleshooting of AV equipment, including but not limited to audio, video, lighting, computer networking systems and hardware; both in-house and client systems Coordinate with clients in advance to preprogram and ensure all their technological requirements are seamlessly in place for their arrival Provide consultative support to technology sales for client programs Enforce adherence to booking guidelines, optimizing space utilization and revenue generation through audits and participation in weekly program execution order meetings Provide genuine, anticipatory customer service by establishing good working relationships with Convene team members and vendors Attend planning and pre-production meetings Direct day-to-day floor operations of AV Specialists, including set and strike, scheduling, etc. Develop a weekly schedule for site execution and coordinate with other locations to share resources for optimal efficiency within the area of operations Make personal contact and maintain positive relationships with clients and assist with any reasonable requests during programs Collaborate with the sales and planning team to gain a comprehensive understanding of the client's experience with Convene prior to the start of their meeting or event Thoroughly prepare and deliver comprehensive sales quotes while employing revenue-maximizing strategies in alignment with Convene's standard operating procedures to optimize value and presenting a commitment to excellence and adaptability to industry dynamics Assist in any areas of daily operation Responsible for Training & Development: Assist with developing a positive employee relations climate, including employee engagement, motivation and coaching Participate in collaborative project efforts with both the technology team and other departments Participate in employee appraisals Mentor AV Specialists to provide a consistent level of customer service Interview and hire prospective candidates for all positions in the department Well-versed in the latest developments in the event industry and audio-visual trends to meet the demands of corporate conferencing seamlessly Review and stay current on all departmental SOPs on a quarterly basis The Technology Manager will be responsible for weekly financial reporting of client programs, tracking labor hours/dollar amounts, and contributing to monthly and quarterly operations reports in conjunction with the location General Manager. Review P&L/General Ledger reports for department/location, ensuring accuracy Approve and submit vendor invoices to Accounts Payable in a timely fashion Participate in the annual budgeting process for team member’s location Maintain and uphold Convene’s cultural standards Perform other duties as requested by management

Requirements

4+ years of experience in managing IT and AV equipment, as well as computer software systems
Proven experience in leadership roles, including leading team members
Demonstrated extensive knowledge of audiovisual equipment, encompassing analog/digital audio mixers, wireless microphone systems, seamless video switchers, and projectors/displays
Understanding of Crestron control and hardware endpoints
Basic knowledge of data networking principles, architecture, and applications
Experience in the basic installation, configuration, operation, and administration of operating systems, applications, and hardware for Macs, PCs, LANs, and servers.
Ability to lead and manage team members effectively, collaborating with internal and external clients
Flexible, long, and weekend hours sometimes required
Ability to move, lift, carry, push, pull, and place objects up to 25 pounds without assistance
Ability to reach overhead and below the knees, including bending, twisting, pulling, and stooping
Ability to stand, sit, or walk for an extended period of time
Ability to climb and work on a ladder for lengthy periods of time
Audio: 4-24 channel analog/digital mixers, wireless microphone lavaliers and handhelds, push to talk microphone systems, audio recorders, Biamp Tesira systems
Video: Switchers, projectors, LCD displays, Crestron DM/NVX systems
Lighting: Up lights, GOBOs, Basic dimming
IT: Wi-Fi troubleshooting, connecting hardline internet, Knowledge of DHCP/Static IP addressing, operate and troubleshoot hard/soft video codecs
Control: Familiarity with Crestron control systems and associated hardware

Nice To Haves

Customer service or hospitality experience preferred
Familiarity with CRM applications

Responsibilities

Provide ad-hoc troubleshooting and assistance to customers of all technology competency levels
Management/troubleshooting of AV equipment, including but not limited to audio, video, lighting, computer networking systems and hardware; both in-house and client systems
Coordinate with clients in advance to preprogram and ensure all their technological requirements are seamlessly in place for their arrival
Provide consultative support to technology sales for client programs
Enforce adherence to booking guidelines, optimizing space utilization and revenue generation through audits and participation in weekly program execution order meetings
Provide genuine, anticipatory customer service by establishing good working relationships with Convene team members and vendors
Attend planning and pre-production meetings
Direct day-to-day floor operations of AV Specialists, including set and strike, scheduling, etc.
Develop a weekly schedule for site execution and coordinate with other locations to share resources for optimal efficiency within the area of operations
Make personal contact and maintain positive relationships with clients and assist with any reasonable requests during programs
Collaborate with the sales and planning team to gain a comprehensive understanding of the client's experience with Convene prior to the start of their meeting or event
Thoroughly prepare and deliver comprehensive sales quotes while employing revenue-maximizing strategies in alignment with Convene's standard operating procedures to optimize value and presenting a commitment to excellence and adaptability to industry dynamics
Assist in any areas of daily operation
Assist with developing a positive employee relations climate, including employee engagement, motivation and coaching
Participate in collaborative project efforts with both the technology team and other departments
Participate in employee appraisals
Mentor AV Specialists to provide a consistent level of customer service
Interview and hire prospective candidates for all positions in the department
Well-versed in the latest developments in the event industry and audio-visual trends to meet the demands of corporate conferencing seamlessly
Review and stay current on all departmental SOPs on a quarterly basis
The Technology Manager will be responsible for weekly financial reporting of client programs, tracking labor hours/dollar amounts, and contributing to monthly and quarterly operations reports in conjunction with the location General Manager.
Review P&L/General Ledger reports for department/location, ensuring accuracy
Approve and submit vendor invoices to Accounts Payable in a timely fashion
Participate in the annual budgeting process for team member’s location
Maintain and uphold Convene’s cultural standards
Perform other duties as requested by management

Benefits

Health & Wellness: Day-one health coverage for you and your family, 24/7 virtual care, emotional well-being support, and fertility & family planning benefits. Because your well-being matters, inside and outside of work.
Time Off & Balance: Generous PTO, your birthday off (because, of course!), paid parental leave, and a year-end holiday closure to recharge.
Financial Growth: 401K with company match and support for education, courses, and certifications. We invest in you so you can grow personally and professionally.
Development & Recognition: Ongoing career growth opportunities plus recognition programs to celebrate milestones.
Community & Impact: Volunteer and give-back opportunities, and the chance to make a real impact in the work you do.

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