Concierge Manager

We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organization’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

**Responsibilities**:
This individual will be the focal person for the UC project rollout which includes Microsoft Teams-enabled devices, video conferencing, SBC, and Digital Signage technology. He/she will be partnering with the local business, global UC, and GIS team and will be heavily involved with identifying, prioritizing, developing, implementing, and managing technology services and digital workspace solutions across regions.

**IT Skills and Experience**
- Team Leadership and Management:

- Recruit, train, and supervise a team of AV technicians, providing guidance, support, and performance evaluations.
- Foster a collaborative and customer-centric work culture, encouraging teamwork and professional development.
- Schedule and assign AV support staff to ensure adequate coverage for events and client requirements.
- AV Support Services:

- Coordinate the setup, operation, and troubleshooting of AV equipment and systems for meetings, conferences, and events.
- Provide technical expertise and guidance to clients and event organizers on AV requirements, equipment selection, and best practices.
- Conduct site surveys and pre-event consultations to assess AV needs, recommend solutions, and ensure technical compatibility with venue facilities.
- Equipment Management and Maintenance:

- Manage inventory, procurement, and maintenance of AV equipment, ensuring availability, functionality, and optimal performance.
- Conduct regular inspections, testing, and maintenance of AV hardware, software, and accessories to minimize downtime and ensure reliability.
- Coordinate repairs, replacements, and upgrades of AV equipment as needed, in collaboration with vendors and service providers.
- Client Relations and Customer Service:

- Serve as the primary point of contact for clients, event planners, and internal stakeholders regarding AV support requirements and technical inquiries.
- Build and maintain strong relationships with clients, understanding their needs, preferences, and expectations to deliver customized AV solutions and exceed service levels.
- Address client concerns, feedback, and escalations promptly and professionally, striving to achieve high levels of satisfaction and loyalty.
- Event Coordination and Logistics:

- Collaborate with event planners, facility managers, and other departments to coordinate AV logistics, including equipment setup, layout design, and technical support.
- Develop and maintain event timelines, schedules, and contingency plans to ensure smooth execution of AV operations and timely resolution of issues.
- Oversee on-site AV support during events, providing supervision, direction, and troubleshooting assistance to AV technicians as needed.
- Quality Assurance and Continuous Improvement:

- Implement quality control measures and standards to ensure the reliability, functionality, and presentation quality of AV services.
- Monitor performance metrics, client feedback, and service delivery processes to identify areas for improvement and implement corrective actions.
- Stay abreast of industry trends, emerging technologies, and best practices in AV support services, incorporating innovation and efficiency into service delivery.

**Education and Experience Requirement**:

- Minimum of 5 years of experience in supporting Microsoft Skype and Teams.
- Microsoft-certified IP phone deployment and management (Polycom Trio, CCX, AudioCodes, etc.)
- Microsoft Skype/Teams certification is desirable.

**What next?