Exec Lead Technician

Key Responsibilities:

• Technical Support & Troubleshooting
• Act as the primary user-facing point of contact and escalation point for all video conferencing and event support issues.
• Perform break-fix tasks within target SLA response windows.
• Capable of resolving in-room AV issues.
• Ensure daily and monthly hardware/software maintenance is completed within SLA.
• Actively monitor local and global VC endpoints and related hardware.
• Perform root cause analysis on reported incidents and escalate network-related call issue

Executive & Event Support Deliver

• White-glove AV/VC support for C-suite, VPs, and high-level management.
• Provide dedicated AV/VC support for high-profile events.

Analysis & Continuous Improvement

• Conduct trend analysis on escalations and recurring issues to proactively improve service quality.
• Perform root cause analysis and implement preventive solutions.
• Document solutions and best practices to enhance team knowledge and efficiency.
• Plan service delivery proactively in partnership with stakeholders.

Team Leadership & Collaboration

• Supervise, train, mentor, and coach regional AV technicians (including remote staff).
• Maintain quality standards for all work performed by AV technicians.
• Ensure accurate ticket administration across the reporting team.
• Form strong cross-functional partnerships with Helpdesk, Facilities, Events, Executive Support, and EAs.