Associate Manager, AV Concierge

About the Company

Publicis Re:Sources is at the core of Publicis Groupe, the world's largest communications company. We are the only full-service, end-to-end shared service organization in the industry, enabling Groupe agencies to innovate and transform for their clients. Formed in 1998, Publicis Re:Sources has grown to 6,000+ employees in over 55 countries. We provide technology solutions and business services—including finance, accounting, legal, benefits, procurement, tax, real estate, treasury, risk management, information security, and global mobility—supporting 110,000+ employees across the Publicis Groupe network.

About the Role

The Audio-Visual Support Concierge Team Lead is responsible for leading the day-to-day operations of the AV Support Concierge team while ensuring exceptional service delivery across all conference room technologies, events, and executive support functions. This hands-on leadership role combines advanced technical expertise with people leadership, operational oversight, and stakeholder management. The Team Lead serves as both a technical escalation point and team mentor, ensuring conference room technologies, collaboration platforms, and live events operate seamlessly. The ideal candidate is a customer-focused leader who excels in fast-paced environments, drives continuous improvement, develops team talent, and partners closely with business stakeholders to deliver outstanding technology experiences. This position requires 100% in-office work.

Responsibilities

• Team Leadership & Operational Management
  • Lead, mentor, and develop AV Support Concierge team members through regular coaching, feedback, and performance management.
  • Establish team priorities, assign workloads, and ensure appropriate resource coverage for meetings, events, and daily operations.
  • Foster a collaborative, accountable, and customer-first team culture.
  • Monitor team performance against established service levels, support metrics, and operational objectives.
  • Conduct regular team meetings and knowledge-sharing sessions to promote consistency and continuous improvement.
  • Support hiring, onboarding, training, and professional development of team members.
  • Serve as the primary escalation point for complex technical and customer issues.
  • Create and maintain operational standards, processes, documentation, and best practices.
• AV Operations & Technical Support
  • Independently operate, maintain, troubleshoot, and repair AV systems and peripherals.
  • Oversee daily health checks of conference rooms and collaboration technologies to ensure operational readiness.
  • Conduct and coordinate pre-meeting AV checks for executive meetings, client presentations, and high-profile events.
  • Troubleshoot, upgrade, and replace AV hardware and components while minimizing business disruption.
  • Demonstrate advanced knowledge of audio-visual signal flow and conference room technologies.
  • Maintain expertise across leading AV platforms and devices including Crestron, Poly, Cisco, Zoom, Microsoft Teams, Google Meet, and Webex.
  • Coordinate with vendors, integrators, and support partners to resolve technical issues and maintain system reliability.
  • Ensure accurate equipment inventory, asset tracking, and documentation management.
• Client Support & Event Execution
  • Schedule and coordinate AV support resources for executive meetings, client presentations, town halls, and special events.
  • Provide hands-on live event production, monitoring, and support.
  • Partner with business stakeholders to understand requirements and deliver tailored AV solutions.
  • Act as a trusted advisor for conference room technologies, event planning, and collaboration solutions.
  • Communicate technical issues, risks, and mitigation plans in real time during critical meetings and events.
  • Ensure exceptional customer experiences through proactive communication and service excellence.
  • Support after-hours and weekend events as required by business needs.
• Systems, Communication & Workflow
  • Ensure team compliance with SLA targets, operational metrics, and business processes.
  • Monitor ticket queues and workload distribution through ServiceNow and other support tools.
  • Identify trends, recurring issues, and opportunities for service improvement.
  • Develop and drive remediation plans to address recurring AV challenges.
  • Produce operational reporting, performance metrics, and service insights for leadership.
  • Deliver end-user training and technology adoption support as needed.
  • Collaborate with leadership on roadmap planning, technology improvements, and service enhancements.
  • Maintain a proactive approach to process optimization and operational efficiency.
• Strategic Partnership & Continuous Improvement
  • Act as a strategic partner to business leaders and workplace teams regarding AV technologies and collaboration solutions.
  • Recommend technology enhancements and operational improvements that improve reliability, scalability, and user experience.
  • Lead initiatives focused on standardization, innovation, and operational excellence.
  • Support organizational change management activities related to AV technologies and workplace experience.
  • Make informed decisions during high-pressure situations to ensure continuity of business operations.

Qualifications

• Professional Skills & Physical Requirements
  • Exemplary leadership, communication, and follow-up skills.
  • Strong ability to balance hands-on technical responsibilities with team leadership obligations.
  • Proven ability to influence stakeholders and build strong working relationships across all levels of the organization.
  • Strong organizational, planning, and prioritization skills.
  • Ability to lift and transport up to 60 lbs.
  • Comfortable with extended periods of walking, standing, bending, or sitting.
  • Flexible availability including early mornings, evenings, occasional weekends, and critical business events.
• Soft Skills
  • Outstanding customer service orientation.
  • Strong leadership and coaching abilities.
  • Excellent verbal and written communication skills.
  • Strategic thinking with strong problem-solving capabilities.
  • Ability to remain calm and decisive during high-pressure situations.
  • Strong stakeholder management and relationship-building skills.
  • Ability to motivate teams while maintaining high performance expectations.
  • Collaborative mindset with a focus on accountability and continuous improvement.
• Preferred Qualifications
  • Industry Certifications
    • Certified Technology Specialist (CTS).
    • CTS-I, CTS-D, or equivalent industry certifications.
    • Microsoft Teams Rooms Certification preferred.
  • Experience
    • 5+ years supporting enterprise AV technologies and collaboration platforms.
    • 2+ years leading technical support teams, operations teams, or service delivery functions.
    • Experience supporting executive leadership, high-profile meetings, and live events.

Pay

Salary Range: $95,000–$115,000 per year.

Benefits

Publicis Groupe offers a comprehensive benefits package including medical, dental, vision, retirement (401(K)), wellness, and other employee programs. For additional information regarding available benefits, please visit publicisconnections.com.