AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.
Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.
WHAT YOU’LL DO
Duties and Responsibilities
All services should be delivered with excellence and punctuality, whilst also in accordance with agreed Service Level Agreements (SLA’s). The AV Manager is expected to oversee the effective end-to-end management of the site(s) and make sure all services are delivered in accordance with the Supplier's contractual obligations. They are expected to work closely with the designated Client Success Director (CSD) to maintain service delivery levels and maintain complete and effective control of all service lines.
Manager / Team Leads Responsibilities
* Client Management – Building and maintaining client relationships.
* Team Management – Direct line management and responsibilities of the Onsite AV Team in the UK to include weekly catchups, HR based meetings (eg Annual Appraisals, disciplinaries etc), in collaboration with the CSD.
* Operational oversight and management of the onsite AV Teams in London, Sheffield, Leeds and Birmingham.
* Knowledge of vendor firmware / software testing and roll‑out
* Periodic travel to other client sites across the UK.
* Provide proactive support and administration of Global Incident & Request queues in ServiceNow
* Continuous Service Improvement (CSI) – working with the CSD to identify, agree and own a progressive CSI program.
* Troubleshooting and support of Zoom, NEAT, Logi, Poly, QSYS, Digital Signage (and others) solutions
* Incident Management (IM) – working with stakeholders and CSD to effectively manage incidents and help develop effective IM processes, aiding improved service delivery.
* Work with Onsite AV Service Administrator to track, advise and manage consumable requirements.
* Provide business as usual support & training to internal and external clients.
* Implementation of daily system checks to ensure equipment and room functionality.
* Upon request from the client – Manage, support and execute AV events or meeting support.
Training and Development
* Team Building – Promote and deliver team collaboration whilst maintaining team morale.
* Skills Gap Analysis – Identify areas for training and development for the team and inform CSD who can help drive improvement.
* Appraisals – Execute annual performance appraisals for on‑site team in the UK and regular one‑to‑one performance management reviews.
* Work with CSD to identify opportunities for team training.
Administration
* Reporting – Management, Collection and Analysis of client statistical data across various sites, including SLA performance, management information, team performance and other business metrics for the client.
* Meetings – Attend regular client meetings and maintain close contact with CSD to ensure effective communication and take a lead in monthly review meetings.
* Documentation – Drive the creation and enhancement of all site documentation including Standard Operating Procedures (SOPs) and to work with CSD to ensure documentation processes and procedures are maintained in accordance with client and vendor requirements.
* Scheduling – Oversee all site workload and activities and ensure these are planned and resourced within SLA agreements.
Personal Skills
* Be organised and flexible with the ability to approach different types of tasks during the working day.
* Excellent customer service skills with previous experience of dealing with ‘ALL’ level executives advantageous.
* Prioritise and work under pressure is essential.
* Be competent to a high level of computer literacy.
* Be available and flexible to work overtime if required.
* Good communication skills both verbal and written, being able to communicate with company executives to building contractors.
* Be able to work to the highest quality standards with attention to detail ensuring that we complete our work thoroughly, never walking away from a problem.
* Reliable, conscientious character who takes pride in what they do and completing tasks on time.
* Ability to deal with difficult situations.
* Willing to undertake training and examinations to improve their technical knowledge.
WHY YOU’LL LIKE WORKING HERE
* Medical benefits, including vision and dental
* Paid holidays, sick days, and personal days
* Enjoyable and dynamic company culture
* Training and professional development opportunities
MORE ABOUT US
AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.
AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.
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