AV Technical Operations Manager

Contract Type: Permanent & Full-time

Hours: 08:30-17:30 some shift flexibility is required for live events

Location: London, City, London

Salary: £60,000 - £68,000 depending on experience, plus company benefits

Interview Process: 2 stage (Virtual and Face-to-face)

Yorktel-Kinly is a unified global leader in collaboration, systems integration, and managed services. We focus on transforming workspaces, simplifying complexity, and empowering people.

We now have an exciting opportunity for a proven Audio Visual professional, to join one of our most prestigious client sites, as part of a new team, to be a best-in-class Level 3 Audio Visual Operations Manager for this key client site. The Audio-Visual Level 3 Operations Manager is a pivotal role responsible for ensuring the seamless, high-quality, and efficient delivery of AV services within a fast-paced, technology-driven environment. This position requires strong technical expertise, effective leadership, and exceptional organisational skills to manage daily operations, implement governance, and drive accountability within the team.

A key aspect of the role involves leveraging an in-depth understanding of Yorktel-Kinly's services and resources to proactively identify opportunities to enhance the clients AV provision. The Operations Manager acts as a vital point of contact and trusted lieutenant, supporting the client AV Manager in maintaining operational consistency and upholding high standards across all UK Audio Visual Operational services.

Responsibilities

• Identify opportunities where services could address gaps or improve the clients current AV offering
• Support the client AV Manager, who holds overall responsibility for UK Audio Visual Operational services
• Serve as a vital point of contact, feeding critical information upwards
• Ensure the implementation of governance, discipline, and processes within their respective teams
• Maintain operational consistency
• Uphold high standards across all areas of the service
• Resolve complex, high-priority AV incidents, acting as an escalation point for the team
• Manage and coordinate AV support across multiple UK sites
• Guide the team and resolve complex technical issues
• Plan, execute, and verify software/firmware updates and patching for AV devices and systems
• Guide, train, and develop team members, fostering continuous learning
• Set clear expectations, monitor performance, provide constructive feedback, and conduct performance reviews
• Motivate and engage the team to ensure high morale and productivity
• Effectively delegate and prioritise tasks for efficient incident resolution and request fulfilment
• Manage requests following standard project management methodology (plan, build, deliver, run) with associated reporting

Skills & experience

• Proven experience in AV operations, with solid tenure in a team leadership or supervisory role within a corporate or enterprise environment
• Demonstrated Level 3 Expertise in advanced troubleshooting and problem-solving for complex AV incidents
• Experience in managing and coordinating AV support across multiple sites (ideally within the UK and Channel Islands)
• Highly desirable industry certifications such as CTS, CTS-D, CTS-I, Crestron, Extron, Q-SYS, or equivalent vendor-specific certifications
• Deep and comprehensive understanding of various AV technologies and systems
• In-depth knowledge and troubleshooting experience with major AV control platforms (e.g., Crestron, Extron, AMX, Q-SYS)
• Expert-level understanding and support for enterprise-grade video conferencing solutions (e.g., Microsoft Teams Rooms, Zoom Rooms, Google Meet Hardware, Cisco Webex)
• Advanced knowledge of professional audio systems, including Digital Signal Processors (DSPs - e.g., Biamp, Q-SYS, Shure), microphones, mixers, and amplification
• Proficiency with various display technologies (LED walls, LCD displays, projectors, interactive whiteboards) and associated calibration/optimisation
• Experience with digital signage platforms, content management systems, and display network management
• Understanding of live streaming, video recording, and content distribution technologies
• Strong understanding of AV over IP technologies (e.g., Dante, NDI, SDVoE, HDBaseT) and their integration into corporate network infrastructures
• Basic to intermediate knowledge of networking concepts (TCP/IP, VLANs, QoS, DHCP, DNS) as they relate to AV system connectivity and performance
• Experience in using AV monitoring and management platforms (e.g., Logitech Sync, Crestron XiO Cloud, Extron GlobalViewer Enterprise) for proactive issue identification
• Proficiency in using enterprise-level IT Service Management (ITSM) platforms (e.g., ServiceNow) for incident logging, tracking, escalation, and reporting
• Ability to utilise diagnostic tools and methodologies for advanced diagnostics
• Understanding of how various AV components integrate and interact, and the ability to diagnose issues across integrated systems
• Ability to mentor and coach team members
• Skilled in performance management and able to motivate and engage teams
• Project management skills for requests
• Excellent verbal and written communication skills, capable of articulating complex technical information to diverse audiences
• Ability to communicate effectively with internal clients, senior management, other IT teams, and vendors
• Strong critical thinking and analytical skills to assess complex situations and develop effective solutions under pressure
• A strong commitment to delivering high-quality service and ensuring client satisfaction

Other information

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling. If you do require details of the vacancy or the application process in an alternative format, please email the details of the vacancy to provide your requirements.

Equal Opportunities: Yorktel-Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other ‘protected characteristics. We welcome your application.