Lead a skilled Level 3 operations team focused on meeting-room devices and their peripherals. This role combines hands-on technical leadership with comprehensive service management. You'll be responsible for work allocation, escalation ownership, operational governance, reporting, and driving continuous improvement. Collaboration with monitoring teams, engineering, project teams, onsite support, service desk, platform teams, vendors, and technology stakeholders is key to success.

Manage daily Level 3 operations, expertly balancing incidents, service requests, onboarding/offboarding, problem investigations, and improvement initiatives. Effectively allocate tasks based on priority, impact, technical complexity, and resource availability. Conduct operational reviews and shift handovers, ensuring clear documentation of ownership, blockers, risks, and next steps. Serve as the primary escalation point for the L3 team, ensuring effective support coverage. Mentor team members, enhance technical capabilities, and promote consistent troubleshooting and documentation practices.

Provide technical guidance for complex meeting-room incidents. Coordinate diagnosis across various system dependencies including endpoints, operating systems, applications, networks, and peripherals. Own the progression of major or recurring issues, engaging internal resolver groups, engineering teams, and vendors as needed. Ensure incident records contain detailed technical findings and resolution information. Drive root-cause analysis for repeat failures and avoidable ticket generation.

Proven experience leading or coordinating advanced AV, unified communications, meeting-room, or endpoint operations within an enterprise setting. Demonstrated strong troubleshooting skills across Microsoft Teams Rooms, room peripherals, endpoint operating systems, device management, and network dependencies. Experience managing complex incidents, technical escalations, vendors, and cross-functional resolver teams is essential. A practical understanding of IT service management processes, including incident, problem, change, request, and knowledge management, is required. Ability to produce operational reports, perform trend analysis, deliver executive updates, and create technical documentation and knowledge content is also necessary. Must be adept at working effectively in a global support model and coordinating across diverse regions, time zones, and stakeholder groups.

While not strictly mandatory, a Bachelor’s degree or equivalent practical experience in information technology, electronics, telecommunications, AV systems, or a related discipline is preferred. Relevant certifications such as Microsoft, ITIL, or service management are beneficial. Experience with platforms like ServiceNow, Microsoft Intune, Microsoft Pro Management Portal, Power BI, or Power Query, along with exposure to device lifecycle programs and automation, would be advantageous.