SENIOR TECHNICAL SERVICES MANAGER - AV TECHNOLOGY - REDMOND, WA

Senior Technical Services Manager

Provide additional leadership & guidance to all aspects of AV and technology services in operational support of all Eventions Events (especially high-touch, VIP-deemed events), AV Meetings, catering, and Event / Conference Planning and Production services.

In addition, mentor and develop team supervisors and leaders and their teams to improve experience for Clients, stakeholders, and end-users continuously. Develop & maintain excellent relationshipscomplete with all clients and be able to support them as the technology subject matter expert for all things events and audio / visual support both in resourcing and in equipment. Collaborate with peer teams to understand overall business impact when developing strategies and making critical operational the Complete ownership of Lines of Business (LOBs) financial budgets & client KPIs.

The Senior Technical Services Manager is directly responsible for managing & leading their direct reports overseeing all aspects of the lines of business outlined above in tandem with the Assistant Director of Technology - Production. The Assistant Director of Technology - Operations is responsible for various levels of management and associates within the respective AV teams.

Essential Duties and Responsibilities :

Supports their leadership and peers in collaboratively building an industry-leading vision for their respective LOBs; ensures that this vision is communicated and that there is buy-in at all levels of AV, Event Management, and Operations, as well as externally with suppliers and business partners.

Subject matter expert on event utilization of supported technologies, including Teams, HD video recording, live video and audio streaming, video teleconferencing (VTC), and telepresence

Manage day-to-day operations

Provide customer service and support including technical troubleshooting and operational assistance, including event support

Monitor team communications and deliverables

Track equipment, including maintaining asset tracking program. Complete weekly equipment checks, and completing periodic audits of inventory lists

Maintain current industry and campus knowledge and contribute to business improvements, ensuring all support services are effective and competitive

Define and manage operational metrics and KPIs - volume, performance and impact - and execute plans to improve related measures

Assist with the onboarding of new services, including training staff, creating process documentation, and identifying equipment for purchase

Identify root issues in the delivery of support services and assist with development and implementation of corresponding solutions

Maintain key relationships with stakeholders, including Microsoft product groups, event teams, Microsoft Production Studios, Microsoft Learning, third-party vendors, etc.

Audit team performance during event and non-event support

Maintain team vehicles, including keys, mileage reporting, completion of maintenance, driving tests, damage reporting, and periodic inspections

Maintain team equipment and procurement of equipment

Technical production for high-level and complex events

Takes necessary action to achieve established quarterly account Key Performance Indicators (KPIs); completes reporting on KPI performance, as necessary.

Partners with other functional leaders in the environment to ensure effective cross-functional business delivery; models and holds direct reports accountable for effective collaboration and conflict resolution with Department management and associates.

Responsible for bringing forth innovations and initiatives to continuously improve Operational delivery.

Identifies critical issues & manages escalations from senior leadership and the client to ensure concerns are resolved to satisfaction of the client and internal leadership.

Works directly with other department leaders to achieve enterprise goals & initiatives and ensure the highest level of satisfaction for customers & clients.

Ensure support personnel are provided with all information and equipment necessary to provide successful event support

Attend pre-event meetings to ensure all needs are identified and addressed

Identify team purchasing needs and make purchase requests, including providing justifications

Support the Microsoft mission and Compass Group objectives of customer service, operational excellence, teamwork, process improvement, leading by example and exceptional character

Adhere to Microsoft information security policies and best practices

Escalate unresolvable and / or out-of-scope issues to management in a timely fashion

Submit LOB-specific operational reporting

Other duties as assigned

Qualifications :

A Bachelor's Degree preferred

Minimum 3 years' experience in the Audiovisual or Broadcasting industry

Must have working understanding of modern web conferencing and live video technologies

Must be knowledgeable in audio and presentation systems, including control systems

Must be able to troubleshoot audiovisual systems and equipment, including remotely

Experience in leading large, multi-faceted teams required.

Experience in all aspects of client & vendor management & partnerships required.

Competent in relative Microsoft applications Excel, Word & Outlook

Ability to analyze client needs & requests, think strategically, possess business & time management skills, as well as the initiative & judgment to quickly evaluate issues, find alternatives & take appropriate courses of action.

Must have excellent change management and leadership skills

Superior quantitative, oral and written communications and problem-solving / strategizing skills

Exceptional customer service abilities

Competent in MS applications - Excel, Publisher, PowerPoint, Visio, FrontPage, Word, Internet, and Outlook

Excellent organizational skills & reporting

Apply to Eurest today!