Job Summary:

The AVI-SPL Onsite Team Lead works in partnership with AVI-SPL Customer(s), management team, Global Helpdesk, and SIG teams to provide on premises support for AVI-SPL customers at customer site(s) with the end goals of delivering a world-class Customer Service experience.

The team leader role is accountable for the management of them Onsite team and customer relationship. They oversee the onsite delivery team to ensure that contracted services are delivered in accordance with agreed expectations and Service Level Agreements

Essential Duties and Responsibilities

• Review administrative processes and recommend improvements as necessary
• Responsible for overflow of work as dictated by business needs
• Maintain current and acceptable procedures for all assigned task
• Perform preventative maintenance task to help maintain customer space
• Responsible for job site documentation as needed
• Adhere to and understand local safety standards for all site duties
• Troubleshoot various audio/video systems.
• Responsible for level 1 remote support of multimedia estate
• Escalate all incidents to the onsite maintenance teams where required
• Perform onboarding of technology hardware
• Perform remote troubleshooting for offices globally
• Perform remote checkouts and Ready For Business tests following system updates
• Work with other internal teams to co-ordinate RFB checks following updates to Morgan Stanley Infrastructure
• Manage and execute firmware and software upgrades of of Multimedia equipment
• Work with support departments and Supplier Account Managers to provide resolution options
• Problem incident queue management Required Skills
• Team leader, team management or project management experience
• Minimum 3 years’ experience in the Audio/Visual or IT support industry
• Fluent in English
• Able to perform routine Testing and problem diagnosis for Audio Visual Technologies
• Edit software code using audio mixer software to calibrate digital signal processor technology and eliminate echo and feedback
• Ability to read and utilize blueprints and audio/video flow diagrams
• Perform network troubleshooting to diagnose static and dynamic IP addresses
• Excellent verbal and written communication skills.

Team Management:

• Direct management of the team
• Report any service impacting event immediately to customer
• Promoting and driving team collaboration and maintaining team morale
• Ensuring every team member completes a skills gap analysis and has a personal training & development plan
• Shift pattern management to ensure coverage throughout  operational hours
• Conduct regular status and performance meetings with all direct reports Administration
• Collection of customer Statistical data including SLA performance and other business metrics for monthly reporting
• Drive the creation and enhancement of documentation including standard operating procedures the team.

Education and/or Experience

• Minimum of 3 - 5 years of Audio/Visual or IT support industry experience. 
• Minimum of a High School Diploma or equivalent preferred.
• Fluent in English - Excellent verbal and written communication skills.
• Team Management.
• Able to perform routine Testing and problem diagnosis for Audio Visual Technologies.
• Edit software code using audio mixer software to calibrate digital signal processor technology and eliminate echo and feedback.
• Ability to read and utilize blueprints and audio/video flow diagrams.
• Perform network troubleshooting to diagnose static and dynamic IP addresses.
• Report any service impacting event immediately to client. 
• Promoting and driving team collaboration.
• Shift leader experience preferred.

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.