Audio - Visual Support Services Leader - Toronto, ON, Canada

At Diversified, we don't just follow tech trends - we set them by leveraging the best in technology and ongoing advisory services to transform businesses. Our comprehensive suite of solutions is engineered to help our clients build connections that make a difference – whether by inspiring viewers, engaging associates, motivating audiences, or streamlining and safeguarding operations.

Our dedicated teams craft solutions experienced by millions every day including:

• Delivering the fan experience at one of 100+ sports facilities for the NFL, MLB, NBA, NHL, MLS, NCAA
• Building the first fly pack broadcast system transportable by air - bringing the 2022 World Cup and Super Bowl into homes across the world
• Engineering the first high-density pixel canvas to display HD content at that scale for the Vornado, Marriott Marquis LED Display in Times Square, NY
• Empowering and monitoring communication and collaboration solutions within multi-national companies around the globe

Founded in 1993, we’re a global organization serving local needs with associates worldwide. Learn more at onediversified.com and follow us on LinkedIn and Twitter.

What part will you play?

The Support Services Leader position is an exciting technical leadership and operations role, overseeing a team of Multimedia Technicians
on client site. This team will be responsible for the technology provided and installed by in the state- of-the-art meeting spaces
throughout the building in addition to specialty spaces which are focused on live events. This individual will manage senior
technicians as they support over 500 meeting rooms, huddle spaces and executive conference rooms in addition to specialty
areas which include an auditorium for large live event meetings.

What will you be doing?

• Diversified’ s Primary On-Site Liaison responsible for optimizing client communications, daily technical team operations, issue identification, 
  escalation, resolve and reporting to achieve high internal and external client satisfaction
• Oversee, address and resolve client issue escalations of overall service.
• Responsible for organizing daily & weekly operations, to meet daily meeting and event requirements, reviewing staff priority 
  requirements including key upcoming technical requirements, room health status, and time off / vacation requests
• Create maintenance plan to ensure technicians in line with existing SLA requirements are regularly checking all spaces
• Organize onsite shifts to meet requirements with a flexible approach ensuring after hours events are also covered
  IT Managed Services
• Take on lead oversight role in executing the support model for ITS business
• Understand Client Strategic Technical Direction and Services
• Leverage Software & Tools – Implement onsite and maintain ConnectWise (CW) software as global ticketing system. Ensure successful 
  completion of preventative maintenance iAuditor template after any maintenance and support activity including any replacement or repair 
  of a damaged or defective hardware item and other software associated with location and technology.
  Provide Team and Project Leadership and Training
• Participate in the hiring process to build out the onsite team
• Provide regular feedback & direction to team; participate in formal, annual employee reviews
• Fulfill client team needs, also look for ways to maintain headcount and expand if need arises.
• Ensure on Site team members are well trained with documented 12-month plans
• Act as client liaison for effective change management.
  Reporting and Billing (Internal & External)
• Create, track, & analyze Key Performance Metrics to track, inform & improve execution
• Provide internal feedback reports to Tech Ops and Executive Team as required
• Work with management to monitor and ensure spend is within budget and the contract meets profitability goals
• Manage and minimize Overtime expense while ensuring service delivery

Additional Duties

• Support and backup colleagues and team members as necessary
• Support acquisition integrations onsite as necessary

What do we require from you?

Education/Certifications Preferred:

• High School Diploma r equivalent experience
• IT Technical, Communication, Broadcasting BS Degree preferred 

Required/Desired Knowledge, Experience and Skills:

• 5 + years of AV support/installation experience 
• 3+ years of Service or Technical Staff management (experience with Managed Services preferred)  
• Experience with managing onsite AV/IT installation or support technicians 
• Experience in strategic planning and execution
• Good Interpersonal and managerial skills
• Familiarity and experience in providing account management, technical and support services in a corporate environment
• Excellent customer service skills with the ability to work calmly under pressure and resolve any issues quickly and 
  professionally
• Experience working within a ticketing system and managing service tickets/incidents
• Ability to shift quickly between tasks in a fast-paced environment
• Ability to organize and schedule work & personnel effectively

To learn more about becoming part of the Diversified team, visit us at http://diversifiedus.com/about/careers/or email us at careers@onediversified.com.  

Diversified is an equal employment opportunity employer and all aspects of employment will be based on job requirements, individual qualifications, merit, performance and business needs. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, veteran status, age, disability or genetic information, or any other applicable characteristic protected under federal, state or local law. We celebrate diversity and encourage people of all backgrounds to apply for available positions.   Individuals needing assistance or an accommodation to complete an application due to a disability, may contact Human Resources at careers@onediversified.com.

Our compensation ranges reflect the cost of labor across several US geographic markets. The pay details below range from our lowest geographic market up to our highest geographic market. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills and experience depending on the position offered, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.