Technical Services Manager

Job Summary

Waveguide’s hospitality team believes in using technology to elevate the human connection by inspiring confidence in our client partners. The confidence our world-class audiovisual technology hospitality team inspires allows our clients to deliver events that drive engagement – the gold standard of any successful meeting. To do that, our hospitality team is guided by our HERO ethos, which ensures we observe, respect and reflect our clients’ unique culture back to each attendee at all meetings and events. 

• Hospitality – Always listening 
• Excellence – Always improving 
• Resilience – Always flexible 
• Ownership– Always trusted 

That’s where the Technology Hospitality Manager comes in. The Technology Hospitality Manager’s main role is to provide multi-site management of the hospitality service they are overseeing. Managers are by nature managing people, either on their team or a third party team working towards the delivery of a program or project. The Technology Hospitality Manager’s responsibility is to ensure the onsite delivery of technology hospitality and the positive relationship with all client leadership and client frontline team members as well as establish themselves as the primary point of contact for the client onsite. Their main focus will be to provide consistent communication with the client as well as establish and implement the Waveguide policies, standards, procedures, and guidelines across the client portfolio. They will also need to understand all business technology platforms to be able to interface and coordinate additional technical support for the client conference center locations. The Technology Hospitality Manager should have a strong base knowledge in all things audiovisual, but will primarily deal day to day with the management of the teams and team members themselves. The Technology Hospitality Manager will report to the Director, Client

Experience and will also be attending to all client sites within that client’s portfolio. The Client Experience Managers at each client site will report to them. If a client site does not have a Client Experience Manager then all other Managers, Leads, Advocates, Experts and Specialists at that client’s site are under their leadership and will report directly to them.

Responsibilities

• Develop a weekly cadence with the Managers at all client sites 
• Develop a weekly cadence with the client managers and client stakeholders at all sites 
• Assisting the Director with all recruiting, interviewing, hiring and firing of frontline team members 
• Ensure that all AV technical requirements are met by managing and directing the efforts of each office’s technical team in the execution of the technical statement of work. 
• Coordinate with Technology Advocates, Experts and Specialists. 
• Act as the technical liaison for all highly visible VIP events at the client sites. 
• Provide project management and technical consultation for special projects or system upgrades. 
• Prepare a monthly report containing room usage data, open action items, equipment maintenance, and upcoming preventative maintenance schedules is produced for the needs of the firm.  
• Prepare and manage quarterly reporting of AV support, room checks, and industry trends in partnership with Client and other vendors 
• Ensure the applications used to create trouble tickets, customer issue resolution logs, and asset management is being kept up to date and maintained as they occur.  
• Be the liaison for Waveguide to all contractors and vendors of Technology Hospitality. 
• Ensure all aspects of videoconference support including call set up, end-user training, troubleshooting, and follow through on escalation of issues are documented. 
• Provide consultation and education to all levels of Waveguide on presentation technology equipment. 
• Ensure troubleshooting of audiovisual and videoconferencing-related technology (various projectors, control systems, audio- and videoconferencing) are documented. 
• Ensure regular preventive maintenance checks (e.g., either report or address troubles such as cable management issues, safety standards noncompliance, etc.) are done and documented. 
• Coordinate within the Firm to escalate housekeeping and technical issues outside of AV and conferencing technology and applications to the appropriate department.   
• Setup and Coordinate weekly and monthly scheduled meetings with Lead Technicians. 
• Represent Technology Hospitality at all department staff meetings. 
• Maintain an understanding of current and new technology. 
• Be responsible for timesheets, PTO, backfill, HR issues, etc. unless escalation to director is required 
• Cross site coordination of services to ensure consistency across a portfolio 
• High level account management that does not include finances 
• Communicate with Director on health of account, and collaboration with director to bring any issues or new opportunities to HC/Hospitality Leadership as needed        

Preferred Qualifications

Working knowledge of:

• Commercial construction projects and phases
• Construction drawingsAbility to read and apply AV line drawings
• Ability to offer operational insights during the design phase of AV construction projects

Required Core Competencies

• Ability to perform basic mathematics in a business environment 
• Working knowledge of corporate accounting
• Familiarity with event production roles and functions 
• Strong understanding of commercial/institutional technology applications and operations, including audio systems, video display technology, unified communications, digital signage, networked signal distribution and complex automation and control   
• Ability to communicate clearly both verbally and in written form 
• Ability to absorb and understand written business communication and respond professionally and hospitably to every situation