Audio Visual Technical Operations Manager

Role Overview

proAV are a leading global audio-visual integrator, providing AV and event services across multiple client partnerships globally. 

Our immediate requirement is for an experienced Audio-Visual Technical Operations Manager to be a key part of our London team, representing proAV and working onsite at one of our client sites.

One of many openings available at proAV (who have over 500 team members globally), this position is based within our end user’s organisation who continue to invest in state-of-the-art technologies, services, and training.

The Audio-Visual Technical Operations Manager is a pivotal role responsible for ensuring the seamless, high-quality, and efficient delivery of AV services within a fast-paced, technology-driven environment. This position requires strong technical expertise, effective leadership, and exceptional organisational skills to manage daily operations, implement governance, and drive accountability within the team.

A key aspect of the role involves leveraging an in-depth understanding of ProAV's services and resources to proactively identify opportunities to enhance the clients AV provision. The Technical Operations Manager is a vital point of contact, supporting the client AV Manager in maintaining operational consistency and upholding high standards across all UK Audio Visual Operational services.

This is an exciting opportunity for an exceptional, experienced Technical Operations Manager to join an established operation with scope to drive and enhance the service at every opportunity.

Experience and seniority of the position will be reflected by the remuneration and benefits package.

Key Responsibilities

• Actively bring knowledge of ProAV’s services, resources, and organisational structure into daily discussions and decision-making processes.
• Identify opportunities where ProAV’s services could address gaps or improve the clients current AV offering.
• Support the client AV Manager, who holds overall responsibility for UK Audio Visual Operational services.
• Serve as a vital point of contact, feeding critical information upwards.
• Ensure the implementation of governance, discipline, and processes within their respective teams.
• Maintain operational consistency.
• Drive accountability.
• Uphold high standards across all areas of the service.
• Resolve complex, high-priority AV incidents, acting as an escalation point for the team.
• Manage and coordinate AV support across multiple UK sites.
• Guide the team and resolve complex technical issues.
• Plan, execute, and verify software/firmware updates and patching for AV devices and systems.
• Perform root cause analysis for complex AV issues.
• Guide, train, and develop team members, fostering continuous learning.
• Set clear expectations, monitor performance, provide constructive feedback, and conduct performance reviews.
• Motivate and engage the team to ensure high morale and productivity.
• Effectively delegate and prioritise tasks for efficient incident resolution and request fulfilment.
• Manage requests following standard project management methodology (plan, build, deliver, run) with associated reporting.

Desirable skills

Overall Experience & Qualifications:

• Ideally 5 years plus of experience in AV operations, and ideally 2 years plus in a team leadership or supervisory role within a corporate or enterprise environment.
• Demonstrated Level 3 Expertise in advanced troubleshooting and problem-solving for complex AV incidents.
• Experience in managing and coordinating AV support across multiple sites (ideally within the UK and Channel Islands).
• Highly desirable industry certifications such as CTS, CTS-D, CTS-I, Crestron, Extron, Q-SYS, or equivalent vendor-specific certifications.

Technical Skillsets:

Deep and comprehensive understanding of various AV technologies and systems.

Core AV Systems Expertise:

In-depth knowledge and troubleshooting experience with major AV control platforms (e.g., Crestron, Extron, AMX, Q-SYS).

Expert-level understanding and support for enterprise-grade video conferencing solutions (e.g., Microsoft Teams Rooms, Zoom Rooms, Google Meet Hardware, Cisco Webex).

Advanced knowledge of professional audio systems, including Digital Signal Processors (DSPs - e.g., Biamp, Q-SYS, Shure), microphones, mixers, and amplification.

Proficiency with various display technologies (LED walls, LCD displays, projectors, interactive whiteboards) and associated calibration/optimisation.

Experience with digital signage platforms, content management systems, and display network management.

Understanding of live streaming, video recording, and content distribution technologies.

Network & Infrastructure:

Strong understanding of AV over IP technologies (e.g., Dante, NDI, SDVoE, HDBaseT) and their integration into corporate network infrastructures.

Basic to intermediate knowledge of networking concepts (TCP/IP, VLANs, QoS, DHCP, DNS) as they relate to AV system connectivity and performance.

Software & Firmware Management:

Experience in using AV monitoring and management platforms (e.g., Logitech Sync, Crestron XiO Cloud, Extron GlobalViewer Enterprise) for proactive issue identification.

Incident Management Tools:

Proficiency in using enterprise-level IT Service Management (ITSM) platforms (e.g., ServiceNow) for incident logging, tracking, escalation, and reporting.

Troubleshooting & Diagnostics:

Ability to utilise diagnostic tools and methodologies for advanced diagnostics.

System Integration:

Understanding of how various AV components integrate and interact, and the ability to diagnose issues across integrated systems.

Leadership & Team Management:

Ability to mentor and coach team members.

Skill in performance management.

Ability to motivate and engage the team.

Effective workload management.

Project management skills for requests.

Communication:

Excellent verbal and written communication skills, capable of articulating complex technical information to diverse audiences.

Ability to communicate effectively with internal clients, senior management, other IT teams, and vendors.

Problem-Solving & Decision-Making:

Strong critical thinking and analytical skills to assess complex situations and develop effective solutions under pressure.

Decisiveness, especially during critical incidents, to minimise service disruption.

Client Focus & Customer Service:

A strong commitment to delivering high-quality service and ensuring client satisfaction.

Professionalism in all interactions.

Organisational & Time Management:

Excellent ability to manage multiple priorities, incidents, and requests simultaneously, ensuring critical issues are addressed promptly.

Equality, Diversity & Inclusion

proAV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other’s differences. proAV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make employment decision based on the needs of our business and the qualifications and/or experience of the individual. proAV offers personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work-life balance through our family friendly policies and practices. We encourage all to apply.