AV Service Manager – Meeting Events Tech Services (METS)

The AV Service Manager leads the Meeting Events Tech Services (METS) team, ensuring all AV events, conference rooms, and AV hardware across the nation operate at the highest service levels. This role oversees a team of AV technicians, partners with L3 AV/Collaboration Engineering for buildouts and technology upgrades, and drives continuous service improvements.

Requirements

• 7+ years in AV operations/support, including 3+ years leading AV technicians or service teams in multi-site corporate environments.
• Proven delivery of hybrid event production and executive-level support.
• Hands-on expertise with room systems (Microsoft Teams Rooms primary, Zoom Rooms secondary), SIP/H.323, PTZ cameras, DSPs, and control systems (e.g., Crestron, Extron, Q-SYS, Biamp).
• Working knowledge of enterprise networking (VLANs, QoS, PoE), monitoring/alerting tools, and remote endpoint management.
• Vendor management and contract/SLA oversight experience.
• Excellent communication, stakeholder management, and incident leadership.
• Working knowledge of ITIL; disciplined ticket hygiene and metrics management in ServiceNow/Jira (or equivalent).
• Preferred skills include CTS, CTS-I, or CTS-D; Dante Level 2/3; Q-SYS, Biamp Tesira, Crestron (incl. DM-NVX) certifications, Microsoft Teams Rooms and/or Zoom Rooms certifications; ITIL 4 Foundation, experience with webcast platforms, eCDN, and broadcast switchers.

Benefits

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year