Associate Manager, AV Concierge
Company Description
Publicis Re:Sources is at the core of Publicis Groupe, the world's largest communications company. We are the only full-service, end-to-end shared service organization in the industry, enabling Groupe agencies to do what they do best: innovate and transform for their clients.
Formed in 1998 as a small team to service a few Publicis Groupe firms, Publicis Re:Sources has grown to 6,000+ employees in over 55 countries. We provide technology solutions and business services, including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management, information security, and global mobility — supporting 110,000+ employees across the Publicis Groupe network. Our people are at the center of everything we do, bringing curiosity, collaboration, and a commitment to excellence to their work every day.
Learn more about Publicis Re:Sources and the Publicis Groupe agencies we support at publicisresources.com.
Overview
The Audio-Visual Support Concierge Team Lead is responsible for leading the day-to-day operations of the AV Support Concierge team while ensuring exceptional service delivery across all conference room technologies, events, and executive support functions. This hands-on leadership role combines advanced technical expertise with people leadership, operational oversight, and stakeholder management.
The Team Lead serves as both a technical escalation point and team mentor, ensuring conference room technologies, collaboration platforms, and live events operate seamlessly across the business. The ideal candidate is a customer-focused leader who excels in fast-paced environments, drives continuous improvement, develops team talent, and partners closely with business stakeholders to deliver outstanding technology experiences.
This position requires you to work 100% in the office.
Responsibilities
Team Leadership & Operational Management
- Lead, mentor, and develop AV Support Concierge team members through regular coaching, feedback, and performance management.
- Establish team priorities, assign workloads, and ensure appropriate resource coverage for meetings, events, and daily operations.
- Foster a collaborative, accountable, and customer-first team culture.
- Monitor team performance against established service levels, support metrics, and operational objectives.
- Conduct regular team meetings and knowledge-sharing sessions to promote consistency and continuous improvement.
- Support hiring, onboarding, training, and professional development of team members.
- Serve as the primary escalation point for complex technical and customer issues.
- Create and maintain operational standards, processes, documentation, and best practices.
AV Operations & Technical Support
- Independently operate, maintain, troubleshoot, and repair AV systems and peripherals.
- Oversee daily health checks of conference rooms and collaboration technologies to ensure operational readiness.
- Conduct and coordinate pre-meeting AV checks for executive meetings, client presentations, and high-profile events.
- Troubleshoot, upgrade, and replace AV hardware and components while minimizing business disruption.
- Demonstrate advanced knowledge of audio-visual signal flow and conference room technologies.
- Maintain expertise across leading AV platforms and devices including Crestron, Poly, Cisco, Zoom, Microsoft Teams, Google Meet, and Webex.
- Coordinate with vendors, integrators, and support partners to resolve technical issues and maintain system reliability.
- Ensure accurate equipment inventory, asset tracking, and documentation management.
Client Support & Event Execution
- Schedule and coordinate AV support resources for executive meetings, client presentations, town halls, and special events.
- Provide hands-on live event production, monitoring, and support.
- Partner with business stakeholders to understand requirements and deliver tailored AV solutions.
- Act as a trusted advisor for conference room technologies, event planning, and collaboration solutions.
- Communicate technical issues, risks, and mitigation plans in real time during critical meetings and events.
- Ensure exceptional customer experiences through proactive communication and service excellence.
- Support after-hours and weekend events as required by business needs.
Systems, Communication & Workflow
- Ensure team compliance with SLA targets, operational metrics, and business processes.
- Monitor ticket queues and workload distribution through ServiceNow and other support tools.
- Identify trends, recurring issues, and opportunities for service improvement.
- Develop and drive remediation plans to address recurring AV challenges.
- Produce operational reporting, performance metrics, and service insights for leadership.
- Deliver end-user training and technology adoption support as needed.
- Collaborate with leadership on roadmap planning, technology improvements, and service enhancements.
- Maintain a proactive approach to process optimization and operational efficiency.
Strategic Partnership & Continuous Improvement
- Act as a strategic partner to business leaders and workplace teams regarding AV technologies and collaboration solutions.
- Recommend technology enhancements and operational improvements that improve reliability, scalability, and user experience.
- Lead initiatives focused on standardization, innovation, and operational excellence.
- Support organizational change management activities related to AV technologies and workplace experience.
- Make informed decisions during high-pressure situations to ensure continuity of business operations.
Qualifications
PROFESSIONAL SKILLS & PHYSICAL REQUIREMENTS
- Exemplary leadership, communication, and follow-up skills.
- Strong ability to balance hands-on technical responsibilities with team leadership obligations.
- Proven ability to influence stakeholders and build strong working relationships across all levels of the organization.
- Strong organizational, planning, and prioritization skills.
- Ability to lift and transport up to 60 lbs.
- Comfortable with extended periods of walking, standing, bending, or sitting.
- Flexible availability including early mornings, evenings, occasional weekends, and critical business events.
SOFT SKILLS
- Outstanding customer service orientation.
- Strong leadership and coaching abilities.
- Excellent verbal and written communication skills.
- Strategic thinking with strong problem-solving capabilities.
- Ability to remain calm and decisive during high-pressure situations.
- Strong stakeholder management and relationship-building skills.
- Ability to motivate teams while maintaining high performance expectations.
- Collaborative mindset with a focus on accountability and continuous improvement.
PREFERRED QUALIFICATIONS
Industry Certifications (Preferred)
- Certified Technology Specialist (CTS).
- CTS-I, CTS-D, or equivalent industry certifications.
- Microsoft Teams Rooms Certification preferred.
Experience
- 5+ years supporting enterprise AV technologies and collaboration platforms.
- 2+ years leading technical support teams, operations teams, or service delivery functions.
- Experience supporting executive leadership, high-profile meetings, and live events.