AV Service Manager - Meeting Events Tech Services (METS)
Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $54,300.00 - $79,300.00
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life insurance
401(k) savings plan
Tuition Reimbursement
Paid Time Off
paid volunteer time
Job Description
Voya Financial is a leading financial services company committed to helping individuals and communities achieve a better financial future. Driven by a strong purpose and a winning culture, Voya stands out by fostering an inclusive and diverse work environment where every employee is encouraged to bring their whole self to work. The company believes in being bold and taking committed action to champion access to financial opportunities for everyone. By collaborating closely with customers, partners, and colleagues, Voya creates an atmosphere where innovation thrives, and meaningful impacts are made. This is reflected in their dedication to supporting their workforce physically,... Show More
Job Requirements
- Bachelor's degree or equivalent experience
- 7+ years in AV operations/support including 3+ years in leadership roles
- Proven experience managing multi-site AV teams
- Experience with hybrid event production and executive support
- Strong hands-on knowledge of AV technologies including Microsoft Teams Rooms and Zoom Rooms
- Competency with SIP/H.323 protocols, PTZ cameras, DSPs, and control systems such as Crestron and Q-SYS
- Practical understanding of enterprise networking including VLANs, QoS, and PoE
- Experience in vendor management and contract/SLA oversight
- Strong communication and stakeholder management skills
- Knowledge of ITIL frameworks and incident management tools such as ServiceNow or Jira
- Ability to coordinate cross-functional teams and manage large-scale event logistics
Job Qualifications
- 7+ years in AV operations/support, including 3+ years leading AV technicians or service teams in multi-site corporate environments
- Proven delivery of hybrid event production and executive-level support
- Hands-on expertise with room systems (Microsoft Teams Rooms primary, Zoom Rooms secondary), SIP/H.323, PTZ cameras, DSPs, and control systems (e.g., Crestron, Extron, Q-SYS, Biamp)
- Working knowledge of enterprise networking (VLANs, QoS, PoE), monitoring/alerting tools, and remote endpoint management
- Vendor management and contract/SLA oversight experience
- Excellent communication, stakeholder management, and incident leadership
- Working knowledge of ITIL
- disciplined ticket hygiene and metrics management in ServiceNow/Jira (or equivalent)
Job Duties
- Oversee daily AV operations for conference rooms, event spaces, and hybrid meeting environments, ensuring spaces meet or exceed defined SLAs for uptime and readiness
- Lead and coach a team of AV technicians
- manage scheduling, task assignment, and performance to maintain a high-touch, customer-first culture
- Develop and enforce proactive room readiness programs: daily/weekly health checks, device monitoring, test calls, and preventative maintenance
- Serve as the operational escalation point for critical incidents impacting executives and high-visibility events, ensuring rapid resolution and effective communications
- Plan and execute AV support for executive meetings, all-hands, webcasts, and multi-site hybrid events-including productions with 1,500+ participants-covering pre-production, rehearsals, show calling, live switching/streaming, and post-event retrospectives
- Ensure "zero-surprise" delivery via advance room checks, content testing, backup gear, redundancy plans, and rapid incident response
- Partner with L3 AV/Collaboration Engineering on standards, reference designs, and integrations (Microsoft Teams Rooms primary
- Zoom Rooms secondary), and help pilot emerging technologies
- Instrument and analyze performance metrics (uptime, MTTR, CSAT) to drive continuous service improvements and reduce repeat incidents
- Support buildouts, expansions, and refresh cycles-provide SOW input, perform room acceptance testing, and define post-deployment success criteria
- Own relationships with AV vendors and service partners: performance reviews, maintenance renewals, RMA lifecycle, and SLA adherence
- Coordinate with End User Services, Network/Collab Engineering, Facilities/Real Estate, and Security on cross-functional changes and risk mitigation
- Own AV asset lifecycle: standards, inventory, firmware/patch cadence, and refresh roadmap
- Enforce ITIL-aligned Incident, Problem, and Change processes, including maintenance windows, stakeholder comms, and CAB approvals as required
- Ensure compliance with security and accessibility guidelines for AV solutions and recorded content
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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