Sr. AVVC Operations Lead

San Jose, CA - USA

Monthly Salary: Not Disclosed

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

Sr. AV/VC Operations Lead

Must Have Technical/Functional Skills

Were hiring a seasoned hands-on AV/VC Operations Lead to own day-to-day meeting-experience reliability across the US region. This person will both lead and do: managing a small distributed team while remaining a technical contributor who installs configures and troubleshoots meeting room systems. You will be the customers operational point of contact - running environment state calls surfacing risks and recommendations managing vendors and driving continuous improvements across diverse sites and time zones. The ideal candidate is organized and capable of balancing tactical support with strategic operational leadership.

Roles & Responsibilities

Regional Operational Leadership & People Management

Serve as the Operations Lead for the US region including Latin America ensuring consistent service delivery across all covered sites.

Directly manage and mentor 1 3 technicians (San Jose/NY) and provide matrixed leadership for local site technicians/integrators in LATAM and other US locations.

Drive adherence to SOPs staffing schedules and shift coverage; lead 1:1s and development plans.

Own regional escalation protocols ensuring timely escalation to Engineering OEMs and vendor partners.

Hands-On Technical Work (Day-to-day)

Perform hands-on configuration commissioning and troubleshooting of meeting rooms and AV/VC systems.

Required hands-on expertise with Microsoft Teams Rooms on Windows (MTRoW) and Microsoft Teams Rooms on Android (MTRoA).

Troubleshoot audio video control systems room endpoints cabling and network-related meeting-quality issues.

Provide remote and onsite break/fix support and coordinate RMAs and vendor service engagements.

Regional Monitoring Room Readiness & Preventative Maintenance

Ensure proactive monitoring and preventative maintenance across US & LATAM rooms and endpoints.

Validate room readiness for daily operations major events and all-hands meetings across regional schedules.

Monitor health dashboards and escalate outages or degradations to Engineering / TAC as needed. (Aligned to Ops Lead guidance.)

Incident Management & Vendor Coordination

Own Tier 1/2 incident response for the region manage ticket queues and ensure SLA compliance.

Coordinate with OEMs (Microsoft Logitech Crestron etc.) local integrators and cross-functional teams (Networking Facilities InfoSec) to resolve complex incidents.

Lead post-incident RCAs for major or recurring outages and implement corrective actions.

Customer Engagement & Reporting

Lead recurring customer-facing state of the environment calls for the region: prepare agenda present KPIs highlight risks and recommend mitigations.

Provide weekly/monthly regional reports and dashboards (uptime MTTR SLAs)

Projects & Process Improvement

Lead operational projects (room upgrades rollouts lifecycle replacements) and coordinate cross-region execution with Engineering and Integrators.

Maintain and refine SOPs playbooks and troubleshooting guides; implement automations to reduce manual effort.

Drive pilots and small POCs to improve hybrid meeting experience and operational efficiency.

Asset Security & Compliance

Manage spare/back-up inventory and asset tracking for the region in enterprise systems (e.g. ServiceNow).

Apply device security best practices and work with InfoSec to remediate security findings; ensure local compliance across LATAM jurisdictions as required.

Regional / Cultural Responsibilities

Coordinate across multiple time zones and local business practices; work closely with local integrators and vendors in Latin America.

Ensure culturally informed and timely communications; escalate local regulatory or compliance concerns to stakeholders

Required Qualifications

Experience: 5 years supporting AV/VC in enterprise environments.

Leadership: At least 1 year leading or managing people (supervisory or technical lead).

Hands-on technical: Demonstrated recent hands-on experience with MTRoW (Windows) and MTRoA (Android).

Strong troubleshooting across audio video control systems and network-related meeting quality.

At least one AVIXA certification (CTS CTS-I or equivalent).

Experience with ticketing & asset management (ServiceNow or similar) and monitoring/management tools.

Experience running customer-facing operations calls and preparing operational dashboards.

Strong organizational & project management skills; proven ability to lead distributed teams.

Self-starter who proactively raises risks proposes improvements and drives operational outcomes.

Preferred Qualifications

Fluency in Spanish preferred; Portuguese is a plus for broader LATAM coverage.

Familiarity with Defender for Endpoint conditional access and enterprise device-security processes.

Scripting/automation skills (PowerShell Python REST APIs) for tooling and ops workflows.

Prior operations lead experience for multi-country or multi-region programs.

Metrics / KPIs (Regional)

Room uptime/availability across US & LATAM

MTTA / MTTR for regional tickets

SLA compliance and ticket backlog trends by country/site

Preventative maintenance & firmware compliance rates

Closure of RCA action items and reduction in recurring incidents

Work Conditions

Primary onsite presence expected in San Jose for local leadership; significant remote coordination for NY and LATAM sites.

Role includes both desk/monitoring and physical on-site activity (installation cabling commissioning) at the San Jose site as required.

May participate in an on-call rotation and provide off-hours support for critical events

Salary Range- $110000-$120000 a year

Sr. AV/VC Operations Lead Must Have Technical/Functional Skills Were hiring a seasoned hands-on AV/VC Operations Lead to own day-to-day meeting-experience reliability across the US region. This person will both lead and do: managing a small distributed team while remaining a technical contributor...