SENIOR TECHNICAL SERVICES MANAGER - AV TECHNOLOGY - REDMOND, WA

Senior Technical Services Manager

Salary : $120000 - $130000 / year Pay Grade : 15 Other Forms of Compensation : As the leader in business and industry dining, Eurest is the company to join if you want a rewarding career packed with limitless opportunities. We feed the employees of the nation's largest and most-prestigious companies in every state and across all industries. As a member of Eurest's leadership and professional support team, you will help our 16,000 chefs, and in-unit associates excel as they deliver world-class meals in corporate cafes and executive dining rooms with on-site catering through vending innovations and more. Our company is innovative, high performing and fast growing. Our teammates are enthusiastic, committed to quality and thrive on consistently delivering unparalleled results. And did we mention we work with exciting companies and at interesting locations? Come grow your career with Eurest.

Job Summary

Senior Technical Services Manager to provide additional leadership and guidance to all aspects of AV and technology services in operational support of all Eventions Events (especially high-touch, VIP-deemed events), AV Meetings, catering, and Event / Conference Planning and Production services. In addition, mentor and develop team supervisors and leaders and their teams to improve experience for Clients, stakeholders, and end-users continuously. Develop and maintain excellent relationshipscomplete with all clients and be able to support them as the technology subject matter expert for all things events and audio / visual support both in resourcing and in equipment. Collaborate with peer teams to understand overall business impact when developing strategies and making critical operational the Complete ownership of Lines of Business (LOBs) financial budgets and client KPIs.

Responsibilities

The Senior Technical Services Manager is directly responsible for managing and leading their direct reports overseeing all aspects of the lines of business outlined above in tandem with the Assistant Director of Technology - Production. The Assistant Director of Technology - Operations is responsible for various levels of management and associates within the respective AV teams.

Essential Duties and Responsibilities :

• Supports their leadership and peers in collaboratively building an industry-leading vision for their respective LOBs; ensures that this vision is communicated and that there is buy-in at all levels of AV, Event Management, and Operations, as well as externally with suppliers and business partners.
• Subject matter expert on event utilization of supported technologies, including Teams, HD video recording, live video and audio streaming, video teleconferencing (VTC), and telepresence.
• Manage day-to-day operations
• Provide customer service and support including technical troubleshooting and operational assistance, including event support
• Monitor team communications and deliverables
• Track equipment, including maintaining asset tracking program. Complete weekly equipment checks, and completing periodic audits of inventory lists
• Maintain current industry and campus knowledge and contribute to business improvements, ensuring all support services are effective and competitive
• Define and manage operational metrics and KPIs - volume, performance and impact - and execute plans to improve related measures
• Assist with the onboarding of new services, including training staff, creating process documentation, and identifying equipment for purchase
• Identify root issues in the delivery of support services and assist with development and implementation of corresponding solutions
• Maintain key relationships with stakeholders, including Microsoft product groups, event teams, Microsoft Production Studios, Microsoft Learning, third-party vendors, etc.
• Audit team performance during event and non-event support
• Maintain team vehicles, including keys, mileage reporting, completion of maintenance, driving tests, damage reporting, and periodic inspections
• Maintain team equipment and procurement of equipment
• Technical production for high-level and complex events
• Takes necessary action to achieve established quarterly account Key Performance Indicators (KPIs); completes reporting on KPI performance, as necessary.
• Partners with other functional leaders in the environment to ensure effective cross-functional business delivery; models and holds direct reports accountable for effective collaboration and conflict resolution with Department management and associates.
• Responsible for bringing forth innovations and initiatives to continuously improve Operational delivery.
• Identifies critical issues and manages escalations from senior leadership and the client to ensure concerns are resolved to satisfaction of the client and internal leadership.
• Works directly with other department leaders to achieve enterprise goals and initiatives and ensure the highest level of satisfaction for customers and clients.
• Ensure support personnel are provided with all information and equipment necessary to provide successful event support
• Attend pre-event meetings to ensure all needs are identified and addressed
• Identify team purchasing needs and make purchase requests, including providing justifications
• Support the Microsoft mission and Compass Group objectives of customer service, operational excellence, teamwork, process improvement, leading by example and exceptional character
• Adhere to Microsoft information security policies and best practices
• Escalate unresolvable and / or out-of-scope issues to management in a timely fashion
• Submit LOB-specific operational reporting
• Other duties as assigned

Qualifications :

A Bachelor's Degree preferred Minimum 3 years' experience in the Audiovisual or Broadcasting industry Must have working understanding of modern web conferencing and live video technologies Must be knowledgeable in audio and presentation systems, including control systems Must be able to troubleshoot audiovisual systems and equipment, including remotely Experience in leading large, multi-faceted teams required. Experience in all aspects of client and vendor management and partnerships required. Competent in relative Microsoft applications Excel, Word and Outlook Ability to analyze client needs and requests, think strategically, possess business and time management skills, as well as the initiative and judgment to quickly evaluate issues, find alternatives and take appropriate courses of action. Must have excellent change management and leadership skills Superior quantitative, oral and written communications and problem-solving / strategizing skills Exceptional customer service abilities Competent in MS applications - Excel, Publisher, PowerPoint, Visio, FrontPage, Word, Internet, and Outlook Excellent organizational skills and reporting

Apply to Eurest today! Eurest is a member of Compass Group USA

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law. Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer : this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. Eurest maintains a drug-free workplace. Applications are accepted on an ongoing basis. Associates at Eurest are offered many fantastic benefits.