Unified Communications & Audio Visual Service Lead, Modern Workplace
Location: Leeds, with travel to other locations as required. Hours: Full-time. Working pattern: Hybrid, with at least two days per week (40%) at the office.
About the opportunity
The AV Service Lead will oversee, handle, and improve service provision for meeting rooms, event spaces, and Microsoft Teams collaboration environments at Lloyds Banking Group. This role coordinates with internal and external colleagues to ensure continuous operation and accessibility of meeting spaces.
What you'll be doing
* Actively monitor meeting room technologies using remote monitoring/management tools; triage issues and coordinate resolution remotely or raise service tickets.
* Monitor incoming tickets on ServiceNow and other platforms; allocate tickets to internal/external support to meet SLAs.
* Assess current and future support requirements; advise on support capabilities and help develop support strategies.
* Hold regular review meetings with internal teams and external partners to address challenges and identify improvements.
* Line manage and mentor AV support engineers across key locations.
* Develop, maintain, and document support processes; create user guides for meeting room technologies to ensure a seamless user experience.
* Serve as technical recovery manager for meeting room technology and manage disruptions or incidents.
* Lead service calls with colleagues and external providers to provide updates and manage service tickets.
* Monitor and manage all service change requests to ensure operational resilience across meeting spaces.
* Maintain awareness of hardware moves, warranty swaps, and upgrades affecting service provision.
* Collaborate with Infrastructure Engineers and Engineering Lead to ensure design standards/guidelines (including acoustic and lighting) are maintained and updated.
* Partner with the team to create and oversee service support roadmaps for Workplace Technology in line with industry standards.
* Stay updated on software updates from hardware/software vendors; test and coordinate implementation to maintain performance and security.
* Identify opportunities to improve support models and automate processes where it enhances user experience.
* Develop and deliver training programs for workplace technology for support staff (1:1s, group sessions, lunch-and-learn).
What you'll need
* Ability to communicate effectively with both technical and non-technical end-users to identify and address issues.
* Self-motivated and accountable in a fast-paced, independent environment.
* Creative and methodical problem-solving abilities for technical issues.
* In-depth knowledge of AV hardware and platforms (e.g., Poly, Microsoft Teams, Cisco, Crestron, Extron).
* Experience managing third-party partners to improve service availability.
* Strong documentation and reporting skills.
* Familiarity with remote management/monitoring solutions for meeting room technology.
* Good collaboration and customer-centric mindset with influencing ability.
* Ability to coordinate and manage multiple tasks and meetings; work independently and as part of a wider team.
* Clear written and verbal communication skills.
* Experience with Agile ways of working is advantageous.
About working for us
We are an inclusive, diverse workplace that believes in empowering people to innovate and grow with purpose. We welcome applications from under-represented groups and provide reasonable adjustments in recruitment upon request.
We also offer a wide-ranging benefits package, which includes:
* A generous pension contribution of up to 15%
* An annual bonus award, subject to Group performance
* Share schemes including free shares
* Wellbeing initiatives and generous parental leave policies
* Discounted shopping and other lifestyle benefits
* 30 days of holiday, with bank holidays on top
Want to do amazing work that makes a difference to millions of people? Join our journey.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
* Industries: Banking
#J-18808-Ljbffr