AV​/VC Technical Lead

AV/VC Technical Lead

New York City or Stamford Connecticut

The Audio-Visual Video Conferencing (AV/VC) Technical Lead is responsible for delivering Audio-Visual conferencing services for the Americas business unit and leading on the support of the associated technologies.

As the technical lead, you will be responsible for ensuring the seamless day-to-day operation of all audio-visual conferencing services, providing technical support, and maintaining service stability to deliver an exceptional colleague experience.

In addition to technical expertise, strong leadership, communication and problem-solving skills will be required, alongside exceptional customer services skills and the ability to manage internal stakeholders and manage the vendor relationship with AXA GO.

This is a colleague facing role, requiring the majority of time to be spent onsite (5 days a week) at AXA XL Offices in New York, NY and Stamford, CT.

• Oversee the service ownership of all aspects of the day-to-day delivery of Audio-Visual Video Conferencing services to the America’s business unit
• Support the DSS team with hands‑on support for AV, VC and Teams rooms where required
• Work with Deskside Support Team Lead to ensure support resources have the adequate skills and training to fulfil 1st line responsibilities
• Provide hands‑on 2nd line technical assistance for more complex issues
• Ensure support is provided in a timely manner and service levels are maintained and all requests are properly tracked and responded to
• Liaise with Infrastructure Operations (AXA GO) and strategic vendors (i.e. Accenture, Diversified, Telefonica etc)
• Assist with the planning and execution of audio‑visual setups for global large‑scale events (e.g., Townhalls/Live production events/Videography)
• Support offsite meetings and events coordination with venue, where required
• Coordinate and oversee appropriate maintenance activities to maintain the stability of the service
• Collaborate with internal stakeholders such as Workplace, COO teams to understand and address their audio‑visual conferencing needs
• Manage the service logistics provision including the analysis of demand, making recommendations regarding stock levels, forecasting future needs
• Provide comprehensive operational reporting to the America’s IT Service Management Lead
• Keep abreast of industry best practices and technological advancements to continuously improve the audio‑visual conferencing services
• Identify opportunities for improvements in consistency and performance of troubleshooting, and implement these improvements
• Lead training and communication to employees to ensure awareness and confidence with using the meeting room technology
• Identify and implement continuous improvement strategies to better the colleague experience
• Work in partnership with the AXA Go AV/VC product teams & local service management functions to drive the implementation and adoption of the AXA GO AV/VC solution across all AXA XL sites
• Occasional on‑site after‑hours and weekend presence may be required to support business requirements
• Ensure that a knowledge base of past issues encountered is maintained and used (Service Now Knowledge Management)
• Fill‑in coverage for onsite DSS technical support may be required on occasion
• Always communicate with colleagues in a professional and courteous manner, providing technical support in a customer‑focused way
• Foster a culture of exceptional customer support and service delivery to enhance the colleague experience
• Occasional travel may be required

We’re looking for someone who has these abilities and skills:

• Strong technical knowledge and working experience with Audio Visual Technology, Microsoft products including TEAMS, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop and applications technologies and architecture.
• Lenovo TEAMS and Polycom / Cisco VC Solutions
• Logi Rally Technology
• Networking, ISE & VPN Concepts
• IP TV solutions
• Event Management including Sound Desk and Video Mixer systems
• Shure Microphones
• Digital Signage
• Ability to work in…