AV Events Manager

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Role Summary

The AV Events Manager provides leadership and direction to the team while maintaining alignment with Client Management and Engineering Leads. The Manager is responsible for resource scheduling to ensure service coverage is provided at each venue and location. The Manager meets weekly with the team and monthly with each resource in a one-on-one setting. In addition to managing the personnel, the Manager is an escalation point for issues that cannot be resolved by the team or require engaging other teams outside AV Events to address. Lastly, the Manager is the primary point of contact (POC) to client and the team for all AV support related items.

Responsibilities & Tasks

• Plan, develop, and evaluate AV support services

* Define key operational metrics, develop reporting infrastructure and cadence, set targets, and work with team to continuously improve performance
* Present operational metrics weekly to AV Leadership
* Manage and address all personnel issues within the team
* Engage Contractor's HR team as needed for employment related items
* Maintain documentation and standards specific to the engagement
* Develop a strategic perspective of the service based on multiple levels of detailed operations information
* Foster and maintain an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations
* Supervise staff and oversee work performed by the team
* Create and maintain technician schedules and ensure coverage
* Audit support tickets to ensure the correct information is logged in tickets handled by the team
* Provide data to aid client AV employees delivering AV reporting metrics
* Monitor AV Events ticketing queue and ensure all tickets are resolved in a timely manner
* Intake projects from client and oversee teams progress and completion
* Work directly with client on AV equipment orders
* Coordinate onsite event support and meeting kickoffs for techs
* Provide weekly status reports on coverage, requests, and event support
* Ensure that all documentation is up-to-date and that all program participants are fully trained on processes and procedures
* Review change order requests and lead all business reviews with the client
* Ensure that performance evaluations of all staff are completed according to the personnel Manual
* Determine the need for travel and training of all employees
* Manage the merit performance process
* Ensure staff training takes place and compliance is reported
* Assess and evolve current tools for event intake and assignment and continue development

Experience, Skills and Qualifications Required

HS Diploma or GED
* Several years of experience managing an AV team, specifically in an operations capacity
* Experience deploying and maintaining AV technology in new office builds, working closely with Real Estate, Facilities, and Project Management teams
* Strong vendor management skills
* Expertise in cloud conferencing platforms such as Google Meet, Zoom, etc.
* Knowledge of SLA achievement and methodology
* Development and implementation of technical training programs
* Ability to drive tool and process improvement through innovation
* Leadership and core business/interpersonal skills
* Successful project management experience
* Ability to establish relationships with Business Teams
* Familiarity with common metrics used in the IT/AV industry
* Ability to develop a strategic perspective of the service based on multiple levels of detailed operations information
* Excellent problem solving, communication, and organizational skills
* Live Production Event experience is a plus

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Estimated Pay Range: $42.33 - $56.09 USD

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.