TECHNICAL SERVICES MANAGER - REDMOND, WA

Job Summary

The Technical Services Manager is responsible for leading and optimizing daily campus audiovisual operations, ensuring seamless technical support and maintenance for all AV systems. This role involves strategic oversight, hands-on problem-solving, and team leadership, managing a team of hourly associates while serving as the primary escalation point for complex AV challenges. The manager will drive operational excellence, enhance service delivery, and implement cutting-edge AV solutions to support a high-performance environment.

Essential Functions and Responsibilities:

Leadership and Team Management:

• Lead and manage daily operations, including supervising, training, and coaching new hires.
• Attend pre- and post-Consult meetings
• Conduct weekly staff meetings and hold bi-weekly one-on-ones with direct reports.
• Hire, review, and ensure compliance with corporate/team policies and procedures.
• Manage payroll and time clock punches, ensuring company directives are met and associates are following procedures.
• Provide guidance and resources for high-level events and special projects assigned by AV Leadership and the SR Technical Manager.
• Work with management and service desk to develop weekly staff schedules, ensuring proper coverage to support the business while managing vacation requests and sick callouts.

Consultation with Customers:

• Act as a liaison between AV Link and internal/external teams, providing customer service and technical support for events.
• Serve as the contact between customers, vendors, and AV staff for day-to-day event operations.
• Correspond with clients to plan events and coordinate the audiovisual requirements.

• Compile and send post-event emails while serving as the primary consultant for client technical solutions within the audiovisual and production department.

Technical Expertise:

• Serve as a subject matter expert on event technologies, including the Microsoft Teams platform, hybrid, and virtual recordings and the operation of campus AV systems.
• Track equipment, maintain asset tracking, and conduct periodic audits.
• Assist with onboarding new services, training staff, and creating process documentation.
• Maintain current industry and campus knowledge and contribute to business improvements, ensuring all support services are effective and competitive.
• Identify root issues in the delivery of support services and assist with the development and implementation of corresponding solutions.

Operational Excellence:

• Monitor team communications and deliverables.
• Audit team performance
• Maintain department fleet vehicles – both electric and gas. Ensure associates are set up with fueling pins, training is provided on vehicle operation and driving certifications are maintained.
• Identify team purchasing needs related to equipment, expendables and other requirements, working alongside the purchasing manager to ensure accuracy.
• Support the Microsoft mission and Compass Group objectives of customer service, operational excellence, teamwork, and process improvement.
• Adhere to Microsoft information security policies and escalate issues to management.
• Be responsible for AV event billing and set up communication processes.
• Track SLA compliance and ensure regular preventative maintenance on equipment.
• Suggest innovations, efficiencies, and technology upgrades.
• Provide statistics and track services provided.
• Occasional field work, including room pre-checks, high touch event support, technical support, etc.
• Monitor customer satisfaction and identify continuous improvement processes.

Qualifications:

• Associate's college degree.
• Minimum 5-7 years of experience in the audio/visual industry.
• Knowledgeable in audio and presentation systems, as well as control systems.
• Ability to troubleshoot audiovisual systems and equipment.
• Basic IT and networking knowledge.
• Competent in MS applications – Access, Excel, Publisher, PowerPoint, Visio, FrontPage, Word, Internet, and Outlook. Prior usage of asset management software is a plus.
• CTS certification is preferred.
• Technical proficiency with video, audio, and networking.

Other Qualifications:

• Experience leading teams and managing projects.
• Ability to communicate technical information to non-technical people.
• Ability to clearly present information to superiors and clients.
• Strong attention to detail and accuracy.
• Multitask oriented.
• Process management skills.
• Strategic planning.
• Excellent written and verbal communication skills.
• Ability to function in a fast-paced, deadline-oriented environment.
• Professional demeanor.
• Ability to adapt to change and flex schedule based on business needs.