Functional Title: Service Delivery Manager - AV / TEAMS Administrator
The Client D & IT organization is looking for a Service Delivery Manager to join our team. The role entails optimizing enterprise-wide service delivery and functioning as a contact for various departments within the organization. The successful candidate will develop strong relationships and foster collaboration across internal teams, lead process improvements, and ensure a high-quality, seamless user experience across the organization.
This Service Delivery Manager role will be responsible for managing and maintaining the Audio Visual and TEAMS platform throughout the Organization.
Key Responsibilities
- Managing and configuring hardware associated with audio-visual systems and Microsoft Teams.
- Providing technical support and troubleshooting for hardware and TEAMS-related issues.
- Monitoring TEAMS environment, performance and usage to identify and resolve issues.
- Develop and deliver training sessions for end-users.
- Staying updated with the latest features and updates in Microsoft TEAMS and associated hardware.
- Providing support for audio-visual and video conferencing technologies, including Yealink, NEAT, and Logitech components.
- Investigating and proposing upgrades and improvements to enhance user experience.
- Collaborating with IT teams to evaluate and implement upgrades to AV platforms.
- Providing technical support and troubleshooting for other Audio Visual and Digital Signage hardware and software.
- Testing and troubleshooting issues with the network and communication team.
- Leading and collaborating with others on the team.
- Establish and maintain strong working relationships with internal clients throughout the organization.
- Work with various D & IT teams to ensure a high-quality, end-to-end user experience.
- Provide oversite for the procurement, delivery, and set-up of Audio Visual and TEAMS equipment for new offices and project sites.
- Identify, lead, and contribute to process improvement opportunities.
- Act as point of escalation for IT requests and incidents related to Audio Visual and TEAMS environments.
Skills:
- Customer service focus, strong communication and organizational skills
- Ability to prioritize work and client requests
- The ideal candidate will be self-motivated with a positive customer service attitude.
- The ideal candidate will be detail-oriented with exceptional problem-solving skills, and the ability to handle multiple projects simultaneously.
- Excellent communication skills, with an ability to listen effectively, comprehend internal client needs, explain technical details in user-friendly language, and employ a proactive approach to problem-solving.
- Experience with Microsoft Office suite of tools, Service Now, SharePoint, PC hardware connectivity and basic IT troubleshooting
- Must be able to work both independently or with a group
- Be able to lift up to 50 pounds, sit and stand for extended periods.
- Occasional overtime, after hour and weekend work as required, this role will have global support responsibilities
- Familiarity with Service Now a plus
- ATEM SDI extreme ISO, PTZ optics experience a plus
- Must have OSHA 10 hours within 6 months of employment
- Local travel in the metro area will be required
- Regional travel within the US may occasionally be required