Audio-visual Technologies Team Lead

Our Connected Technology Group (CTG) defines and drives the digital, data and technology strategy for KPMG. We have an important advocacy role for technology in the market and across KPMG, working with our technology leaders to build our market presence. We cultivate collaboration and integrate tech execution across our business, driving a firmwide approach to how we go-to-market and build the capability of our people and attract new talent.

As an Audio-Visual Technologies Team Lead, you will be at the forefront of our efforts to enhance digital collaboration capabilities and deliver superior experiences across our sites. In this role, you will lead a team dedicated to ensuring all meeting rooms and digital collaboration technologies are fully operational and meeting the highest standards.

**Your Opportunity**
- ** Proactive Monitoring and Maintenance**: You will ensure all meeting rooms are operational through proactive monitoring, regular physical checks, and utilization tracking. You will direct your team on priority areas of focus based on daily monitoring insights.
- ** High-Quality Digital Collaboration Experiences**: You will consistently deliver top-notch digital collaboration experiences, including webinars, recordings, hybrid pitches, and events at key sites. Your goal is to increase the utilization of digital collaboration services and create dedicated spaces for hybrid/digital events.
- ** Standardisation and Process Improvement**: Using successful practices and learned lessons, you will create standardized processes and procedure documents to establish a national standard. You will also participate in local and national projects as assigned.
- ** Technical Assistance and Training**: You will ensure users are well-versed in operating meeting room technologies and that support teams are equipped with efficient troubleshooting methods. You will provide technical assistance for VC/AV users, support operational issues, and facilitate technology transitions.
- ** Team Development and Mentorship**: You will mentor and develop team members across multiple technology streams and locations. You will help staff develop their technical skills to a higher level, ensuring they achieve new proficiency levels and specific skills.
- ** Incident and Request Management**: You will oversee the accurate logging and management of incidents and requests in ServiceNow, ensuring root causes are diagnosed, resolutions are actioned or properly escalated, and customer impacts are minimized.
- ** Documentation and Knowledge Sharing**: You will create and maintain technical and process documentation, contribute to the Knowledge Base, and ensure CMDB CI records are updated.
- ** Workload Management**: You will balance the workload between the main site and satellite sites, ensuring all requests are tracked, accounted for, and addressed promptly, with regular site visits scheduled.
- ** Customer Satisfaction and Service Improvement**: You will manage customer service expectations effectively, handle escalations in a timely manner, and continuously identify areas for process improvement to increase customer satisfaction.

This role offers a dynamic and collaborative environment where you can make a significant impact by enhancing digital collaboration capabilities and supporting the professional growth of your team.

**How are you extraordinary?**
- Excellent communication and interpersonal skills for effective team collaboration and customer interaction.
- Strong problem-solving abilities to quickly diagnose and resolve issues.
- Proactive approach to process improvement and innovation in technology support services.

**Qualifications**:

- Competent in audio-visual conferencing technologies such as Microsoft Teams (or relevant equivalent).
- Certification in Crestron desirable but not required.
- Understanding of technology equipment and ability to communicate effectively with technical and non-technical people.
- ITIL

**Your Experience**
- Experience operating technical hardware, specifically those used to enhance digital collaboration capabilities
- Experience Running High Profile Client Events
- You provide white-glove treatment to customers.
- You enjoy meeting people and building relationship with customers.
- People outside of your immediate work location call for assistance with technology.
- You are passionate about the value that technology can unlock in a post COVID-19 world
- You enjoy solving complex, multi-faceted problems.
- You can communicate technical concepts in layman’s terms.
- You have a sense of urgency—but also the ability to keep your cool.
- You have a foundational understanding of ITSM methodologies
- You share a passion for technology.
- You are passionate about sharing knowledge and developing others technical skills.

**Additional Information**:
KPMG is a professional services firm with global outreach and deep sector experience. We work with clients across an array of industries to solve comp