The Audio Visual (AV) Services Manager is responsible for leading the day-to-day coordination and execution of firmwide audio visual support for meetings, events, video conferences, and related collaboration needs. The AV Services Manager provides direct leadership, coaching, and workload guidance for AV team members, helping ensure consistent service delivery, clear communication, and reliable support for attorneys, staff, clients, and guests.

The AV Services Manager partners closely with the Senior AV Services Manager and other IT, Administration, Facilities, and vendor resources to support staffing, scheduling, escalation management, service standards, and operational improvements. When required, the AV Services Manager will provide hands-on AV support, particularly during high-volume meeting days, executive or client-facing events, or urgent service issues.

Essential Responsibilities:

• Provide direct day-to-day leadership, coaching, performance support, and workload guidance for AV team members, helping ensure consistent service delivery and clear expectations across all locations.

• Coordinate daily AV operations for firmwide meetings and events, including executive meetings, client-facing programs, hybrid meetings, video conferences, and other high-priority events requiring reliable AV support.

• Monitor event schedules, staffing needs, service coverage, and competing priorities to ensure appropriate AV support is available during regular business hours and for approved after-hours needs.

• Serve as an escalation point for meeting-related AV issues, helping the team resolve service concerns quickly, communicate status clearly, and coordinate with IT, Administration, Facilities, vendors, and other internal partners as needed.

• Support the Senior Audio Visual Services Manager by sharing operational insight, service data, vendor feedback, and team observations that help inform firmwide AV standards, process improvements, technology planning, budget recommendations, and equipment lifecycle decisions.

• Implement and reinforce AV service standards, documentation, training, and service expectations established for the function so attorneys, staff, clients, and guests receive dependable support regardless of meeting location or format.

• Coordinate recurring preventive maintenance checks, issue tracking, and follow-up to support effective operations and help identify concerns before they impact meetings.

• Coordinate with meeting hosts and other members of Administration and the IT Department for advanced support if required.

• Provide practical guidance to meeting hosts and end users on the most appropriate approved AV platforms and presentation technology for specific meeting needs.

• Support the team in review and analysis of issues regarding AV and videoconferencing related technology, including various projectors, control, and audio/videoconferencing systems.

• Provide hands-on meeting set-up and support as needed, which may involve interfacing with attorneys and clients.

• Follow and reinforce change management policies and procedures; identify recurring operational issues and recommend practical process improvements to the Senior Audio Visual Services Manager.

• Update job knowledge by participating in training opportunities, reading professional publications, and maintaining certification levels by participating in professional organizations and pursuing training opportunities.

Required Knowledge, Skills, and Abilities:

• Strong hands-on knowledge of video conference systems, AV technologies, meeting room equipment, and PC-based collaboration applications, including Teams, Webex, and Zoom.

• Ability to act quickly and effectively to detect, diagnose, and resolve PC related hardware/software, operational, connectivity, and compatibility issues.

• Proficient with audio and video conferencing technology and working knowledge of lighting, amplification, projection systems, and software used for presentations particularly PowerPoint, Excel, Word and Windows Explorer.

• Strong understanding of current AV and collaboration technologies used in day-to-day service delivery, meeting support, and troubleshooting.

• Ability to build strong service relationships with meeting hosts, attorneys, staff, clients, and internal partners through reliable AV support and clear communication.

• Work independently and reliably, with attention to detail and accuracy while maintaining the highest level of confidentiality.

• Strong client service mindset, judgment, interest, and customer service skills.

• Ability to manage competing priorities, think outside the box, and act quickly and calmly to troubleshoot any last-minute issues that may arise in meetings.

• Strong technical aptitude and creative troubleshooting and problem-solving skills.

• Ability to take pro-active or corrective action as necessary within established guidelines.

• Working knowledge of h.323 and SIP standards and operational break/fix support knowledge.

• Advanced knowledge of Microsoft Teams, Cisco WebEx, and Zoom applications.

• Knowledge of networking protocols like DNS, DHCP, TCP/IP.

• Ability to communicate technical issues in clear, non-technical language.

Required Education:

• Bachelor’s degree; any combination of training, education or experience that demonstrates the ability to perform the duties of the position may be considered.

Preferred Education:

• Master’s degree preferred.

Certification(s):

• Completion of AVIXA CTS certification preferred.

Required Qualifications:

• Minimum of five (5) years of audio-visual experience.

• Minimum of three (3) years of leadership experience.

Preferred Qualifications:

• Hands-on support experience with Cisco telepresence platforms and infrastructure products, Cisco UCM, Cisco TMS, and Polycom codecs strongly preferred.

• Hands-on support experience with Microsoft Teams Rooms, Zoom Rooms, and other similar technologies.

• Experience leading a distributed team strongly preferred.