AV/VC Service Delivery Manager

The Collaboration Technology Service Delivery Manager will be responsible for the design, implementation, and support of video conferencing solutions with a primary focus on Windows Microsoft Teams Room devices. This Tier 3 role requires a highly experienced professional with a minimum of 10 years of relevant experience. The candidate must have expertise in Microsoft Teams Rooms Windows (MTRw), Intune, Azure Active Directory (AAD), Azure, and managing large-scale IT platform deployments. The role also involves automating processes and procedures to enhance operational efficiency.

Key Responsibilities:

Design and Implementation:

1. Lead the design, deployment, and management of video conferencing solutions using Windows Microsoft Teams Room devices.
2. Develop and implement strategies for seamless integration of video conferencing systems with existing IT infrastructure.
3. Provide technical leadership and mentorship to junior engineers and support staff.

Technical Support:

1. Provide Tier 3 support for video conferencing systems, troubleshooting and resolving complex issues promptly. You will work with manufacturers such as Logi, Microsoft, Crestron, and Appspace.
2. Collaborate with Tier 1 and Tier 2 support teams to ensure effective escalation and resolution of technical problems.
3. Conduct root cause analysis and implement long-term solutions for recurring issues.
4. Problem management of platform and large-scale device issues. Work with OEMs and manufacturers to resolve and deploy updates/fixes.

Platform Management:

1. Manage and maintain devices in Intune, AAD, Microsoft Teams Pro Portal, LogiSync, and o365.
2. Firmware and OS management for Windows MTRs.
3. Lead the implementation of advanced security and compliance measures.

Automation and Process Improvement:

1. Develop and implement automation scripts and tools to streamline video conferencing setup, maintenance, and troubleshooting processes.
2. Identify opportunities for process improvements and lead initiatives to enhance operational efficiency and user experience.
3. Drive continuous improvement efforts by adopting emerging technologies and best practices.

Project Management:

1. Lead and participate in large-scale IT platform deployment projects, ensuring timely delivery and adherence to project requirements.
2. Coordinate with cross-functional teams to ensure successful project execution and integration.
3. Manage project budgets, timelines, and resource allocation effectively.

Documentation and Training:

1. Create and maintain comprehensive documentation for video conferencing solutions, including system configurations, troubleshooting guides, and best practices.
2. Provide training and support to IT staff and end-users to ensure effective use of video conferencing systems.
3. Develop and deliver advanced training sessions for internal teams and stakeholders.

Vendor Management:

1. Liaise with vendors and service providers to manage procurement, installation, and support of video conferencing equipment and services.
2. Evaluate and recommend new technologies and solutions to enhance video conferencing capabilities.
3. Negotiate contracts and manage vendor relationships to ensure optimal service delivery.

Security and Compliance:

1. Ensure video conferencing systems adhere to organizational security policies and industry best practices.
2. Conduct regular security assessments and implement necessary measures to protect against vulnerabilities and threats.
3. Stay current with regulatory requirements and ensure systems are compliant with relevant standards.

Qualifications:

1. Bachelor’s degree in Computer Science, Information Technology, or a related field.
2. Minimum of 10 years of experience in IT, with a focus on video conferencing solutions and IT platform management.
3. Expertise in managing Windows Microsoft Teams Room devices.
4. Proficiency in Microsoft Intune, o365, Azure Active Directory (AAD), and Azure.
5. Experience in automating IT processes using scripting languages such as PowerShell.
6. Excellent problem-solving and troubleshooting skills.
7. Strong project management skills with the ability to lead and manage multiple projects simultaneously.
8. Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams and stakeholders.

Preferred Qualifications:

1. Certifications in relevant technologies (e.g., o365, Microsoft Certified: Azure Administrator, Microsoft Certified: Modern Desktop Administrator).
2. Experience with other video conferencing platforms and technologies.
3. Familiarity with ITIL framework and best practices.
4. Proven experience in leading and mentoring technical teams.
5. Advanced knowledge of network infrastructure and protocols related to video conferencing.