JOB DESCRIPTION

JOB TITLE: Unified Communications & Audio Visual Service Lead, Modern
Workplace

ABOUT US

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

WHAT YOU’LL BE DOING

• Using appropriate remote monitoring/management tools actively monitor meeting room technologies. Manage the triage of issues and where possible co-ordinate their resolution remotely, or raise service tickets to internal colleagues or external support partners.
• Monitor incoming tickets on ServiceNow and other platforms, and allocate them to the appropriate internal and external support colleagues, ensuring service level agreements are met.
• Work closely with various teams to assess current and future support requirements. Offer advice on support capabilities and contribute to the creation of successful support strategies.
• Conduct regular review meetings with internal colleagues and external support partners to ensure alignment and address any challenges or opportunities for improvement.
• Line management and mentoring of AV support engineering colleagues across key locations.
• Develop, maintain, and document support processes for all areas of responsibility. This includes creating user support guides for meeting room technologies to create a seamless user experience.
• Serve as the technical recovery manager for meeting room technology, ensuring that appropriate measures are in place to handle any disruptions or incidents.
• Lead service calls with LBG colleagues and/or external providers to provide updates on ongoing support activities and effectively manage new and existing service tickets.
• Monitor and manage all service change requests to ensure operational resilience is maintained across all meeting spaces.
• Maintain an awareness of hardware moves, warranty swaps and upgrades in collaboration with other colleagues where they affect service provision.
• In partnership with Infrastructure Engineers, and Engineering Lead ensure that Design standards/guidelines (including acoustic & lighting recommendations) are consistently maintained and updated.
• Collaborate with team members to create and oversee service support roadmaps for Workplace Technology, in line with recognised industry standards.
• Stay updated on software updates from hardware/software vendors. Review, test, and co-ordinate the implementation of updates as required to maintain optimal performance and security.
• Proactively identify potential improvements to support models, seeking to automate where it improves the user experience.
• Develop service colleague user training and familiarization programs for workplace technology, including 1:1’s, group sessions, and lunch and learn sessions, and deliver them appropriately.