The role leads a technically skilled Level 3 operations team supporting meeting-room devices and connected peripherals. It combines hands-on technical leadership with service management, work allocation, escalation ownership, operational governance, reporting, and continuous improvement. The Lead works closely with monitoring teams, engineering, project teams, onsite support, service desk, platform teams, vendors and technology stakeholders.
Key Accountabilities
Operational Leadership
•Lead daily L3 operations, balancing incidents, service requests, onboarding and offboarding activities, problem investigations, and improvement work.
•Allocate work based on priority, impact, technical complexity, regional coverage and resource availability.
•Run operational reviews and shift handovers, ensuring ownership, blockers, risks and next actions are clearly documented.
•Maintain effective support coverage and act as the primary operational escalation point for the L3 team.
•Coach team members, strengthen technical capability, and encourage consistent troubleshooting and documentation practices.
Advanced Incident and Problem Management
•Provide technical direction for complex meeting-room incidents that cannot be resolved by L1, L2 or monitoring teams.
•Coordinate diagnosis across endpoint, operating system, application, account, network, peripheral and room-integration dependencies.
•Own major or recurring issue progression, bringing together internal resolver groups, engineering teams and vendors as required.
•Ensure incident records include clear technical findings, actions, evidence, workarounds, resolution details and follow-up requirements.
•Drive root-cause analysis and corrective actions for repeat failures, alert noise and avoidable ticket demand.
Service Reliability and Monitoring
•Use operational data and monitoring insights to identify device-health risks, recurring alert patterns, estate-wide issues and service degradation.
•Partner with monitoring and engineering teams to improve alert quality, routing, thresholds and actionable diagnostics.
•Track device compliance, connectivity, application and operating-system health, and operational readiness across in-scope platforms.
•Coordinate recovery campaigns and validate that restored devices remain stable after corrective action.
Device Lifecycle Operations
•Oversee operational support for meeting-room device onboarding, configuration validation, readiness testing, BAU handover, replacement and offboarding.
•Confirm that prerequisite activities, dependencies, ownership and acceptance criteria are understood before L3 work begins.
•Coordinate with project managers, onsite support and dependent platform teams to resolve gaps affecting deployment or decommissioning.
•Maintain accurate operational records, handover evidence and supporting documentation for lifecycle activities.
Stakeholder, Vendor and Escalation Management
•Provide concise updates on service impact, current status, risks, decisions, dependencies and expected next actions.
•Facilitate technical bridges and cross-team troubleshooting for high-impact or multi-domain issues.
•Engage OEMs and support partners for advanced diagnostics, defect investigation, warranty and replacement cases.
•Ensure escalations are evidence-based, assigned to the appropriate owner and progressed until closure or formal handoff.
Governance, Reporting and Continuous Improvement
•Maintain and improve standard operating procedures, knowledge articles, troubleshooting guides, support boundaries and escalation paths.
•Review service performance, ticket ageing, recurring failure themes, backlog, restoration trends and improvement opportunities.
•Drive automation, monitoring enhancements, self-heal opportunities and ticket-elimination initiatives with measurable outcomes.
•Support operational readiness for new products, platform changes, service transitions and global deployment programmes.
•Promote compliance with change, incident, problem, asset, security and data-handling requirements.
Technology and Service Environment
Area Indicative Environment
Meeting-room platforms : Microsoft Teams Rooms on Windows and Android, Surface Hub, interactive displays, video-conferencing endpoints, room bars, cameras, microphones, speakers, touch panels and room-signage devices
Operations tooling : ServiceNow, Microsoft Pro Management Portal, monitoring platforms such as Utelogy, Microsoft Intune, reporting dashboards and knowledge repositories
Technical domains : Windows and Android endpoints, Teams Rooms applications, device accounts, identity and access, networking fundamentals, firmware, drivers, peripherals, remote management and AV signal flow
Service practices : Incident, request, problem, change, knowledge, asset, vendor, warranty/RMA, onboarding, offboarding and operational reporting
Candidate Profile
Required Experience and Knowledge
•Demonstrable experience leading or coordinating advanced AV, unified communications, meeting-room or endpoint operations in an enterprise environment.
•Strong troubleshooting experience across Microsoft Teams Rooms, room peripherals, endpoint operating systems, device management and network dependencies.
•Experience managing complex incidents, technical escalations, vendors and cross-functional resolver teams.
•Practical understanding of IT service management processes, including incident, problem, change, request and knowledge management.
•Experience producing operational reports, trend analysis, executive updates, technical documentation and knowledge content.
•Ability to work effectively in a global support model and coordinate across regions, time zones and diverse stakeholder groups.
