Team Lead in City of Westminster

About the Role

Role Overview

proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally.

Our immediate requirement is for an experienced Team Lead to be a key part of our London team, representing proAV and working onsite, taking full responsibility for ensuring all activities across client site are delivered as per existing SLAs. They are the face of the Multimedia Services to the client and have a primary goal of satisfying the client’s needs throughout their meetings and events. Site Managers work with technicians, general client services and the technical production team to plan for events and meetings occurring across the meeting rooms / event spaces by fulfilling staffing requirements, certifying equipment health, managing costs and overlooking onsite activities.

One of many openings available at proAV (who have over 500 team members globally), this position is based within our end user’s organisation who continue to invest in state-of-the‑art technologies, services, and training.

This is an exciting opportunity for an exceptional, experienced Team Lead to join an established operation with scope to drive and enhance the service at every opportunity.

Experience and seniority of the position will be reflected by the remuneration and benefits package.

Key Responsibilities

Management

• Direct management of onsite technician (s) and cover technicians.
• Service Improvements - work with the Client to identify service improvements.
• Incident management - manage process lifecycle as per client’s internal processes.
• Discipline - maintain an organized and professional environment where the team are managed to meet and exceed client standards.
• Performance Management - regular 1 to 1 meetings with direct reports, performance improvement plans if required.
• Staff Development - skills matrix, training requirements.
• Daily workload management and allocation for all resources.
• Make suggestions for service improvements drawing on metrics, experience and feedback.
• Attend service review meetings and pre stats.

On-site Support

• Management of Client tickets/incidents through ticketing portal.
• Daily RFB (Ready for Business) checks Exec rooms / event spaces/ high profile meeting spaces.
• Executive white glove meeting support/set up.
• Supporting of internal customers regarding the services on a day to day basis.
• Event support & management (local/hybrid).
• Responsible for overseeing client events, including scoping, rehearsals, equipment testing and delivery.
• Equipment maintenance including Break-fix & local repairs.
• Planned Software/firmware updates under proAV technical teams guidance (post Change Control approval).
• Local critical spares/consumables management.
• Coordination with proAV offsite helpdesk teams (repairs/logistics/field engineer visits).
• Coordination & scheduling of preventative maintenance visits.
• 3rd party & service dependency coordination.
• Booking in/out of goods via loading bay.
• Submission of RAMS.
• Assist with building AV power downs / up checks.

Administration

• Management of site documentation.
• Daily & Weekly Operations Meetings - staff requirements, technical requirements, room health status, AV charges.
• Weekly Events Scheduling Forecast - staff requirements, training requirements.
• Staff rota and holiday requests.
• Service Requests - decision maker regarding service requests for their respective locations.
• Maintenance - ensure that all spaces are being regularly checked by technicians in line with existing procedures.
• Business Liaison - client communication, feedback and operational status.
• Financial - purchases, overtime.
• Equipment Inventory & Tracking.
• Reporting Metrics.

Hours of work

40 hours per week, 9 hours a day on a rotational shift basis between 7am-7pm, including an hour unpaid break, Monday-Friday.

About Us

proAV designs, integrates and supports blended technology solutions with AV, UC and beyond including end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication.

From reviewing technology to integration to post-deployment support, you’re in safe hands when you trust your AV and UC to proAV.

We are recognised as one of the AV industry’s most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meets the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open.

From our state-of-the-art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients’ business-critical AV systems architecture, products and technologies 24/7/365.

Equality, Diversity & Inclusion

proAV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other’s differences. proAV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make employment decision based on the needs of our business and the qualifications and/or experience of the individual. proAV offers personal and professional developmentopportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work-life balance through our family friendly policies and practices. We encourage all to apply.