Job Description

Join this world heritage organisation in leading and developing AV strategy as their Head of AV Services. London based.

Purpose of the job

The post holder will manage a team of Audio Visual (AV) managers across all branches responsible for the delivery of an AV customer support service and will ensure that all operational support tasks are followed up and fulfilled.

The post will play a key role in managing and maintaining a complete infrastructure support service for all components of the AV infrastructure, including client PC support, AV peripherals (projectors, show control platforms and players etc) plus data connections between all devices.

The Head of AV Services will also identify operational priorities in the provision of support and development requirements for the AV infrastructure and will monitor and advise on the overall service provision and infrastructure policy.

The Head of AV Services will also be responsible for running the AV operations across all sites and maintaining a comprehensive lifecycle management programme.

Key duties

You will be expected to work independently as well as across different teams in order to contribute to and deliver the priorities of organsiation - using your knowledge, skills, talent and potential to the best of your ability.

You will focus at all times on delivering excellent customer service, ensure value for money at all times while being professional, courteous and demonstrating the behaviours and attributes expected of all employees. You will also adhere to all corporate standards, and use corporate systems as directed to ensure consistency of service, brand and operational standards.

You will be an experienced specialist in your area and take on broad responsibilities, working across departments effectively, working with individuals, partners and where appropriate volunteers.

To identify and implement learning and development needs.

You will be expected to comply with corporate standards, and use corporate systems, processes and procedures – and undertake any necessary training as directed.

In addition, your duties will include:

1. You will provide corporate support and management of AV infrastructure and AV systems, managing the AV infrastructure support team and coordinating their day to day operations using the Service Desk. To meet users with AV development requirements, develop specifications and contribute ideas and experience to the process of recommending suitable solutions.

2. To provide ongoing support for technical solutions including responding to failures, diagnosing problems from end users and resolving issues as they arise in a timely manner.

3. To design systems that take into account standards and implement agreed designs.

4. To support and contribute technical information and advice on projects as required. To subsequently support and maintain new solutions and applications.

5. To document the design, operation and maintenance of in-house systems and provide guidance for support staff.

6. To provide user training as needed and assist the AV team with the development of systems in line with IT and AV strategy.

7. You will be responsible for the development and implementation of the branch AV network infrastructure to directly support their business objectives within the Corporate Plan. This includes running a lifecycle programme to keep all AV infrastructure efficient and up to date.

8. To maintain awareness of relevant developments in the AV and IT area, evaluate products, attend training courses and obtain professional certifications as required to maintain technical knowledge and stay up to date.

9. Support the Commercial team in delivering AV support for both internal and external events. This could involve the use of external partners to deliver the AV support function.

10. Maintain a 7 day a week support function to match the branches opening hours.


This job description is not all encompassing. Over time the emphasis of the job may change without changing the general character of the job. Your duties may be reviewed from time to time and revised and updated in consultation with you to reflect appropriate changes.

Person Specification:

5 years’ experience of running a complex AV infrastructure including the use of cloud services

Good knowledge of an outsourced Service Desk operation
A proven track record of team management skills
Good knowledge of procurement best practise
Good understanding of AV cyber security.

Attention to detail, excellent troubleshooting and debugging skills.
Excellent English language written and verbal communication.
Aptitude for learning and sharing knowledge with colleagues.
Good understanding of AV infrastructure concepts and configuration.
A good knowledge of a Change Management process