KPMG Australia
Information Technology And Services
AV/VCTeamLead
“AV/VC Team Lead at KPMG Australia. Skills: Digital collaboration services, Audio visual, Video conferencing, Team leadership. Lead daily operations of Digital Collaboration team. Support meeting rooms, collaboration spaces, and associated technologies”
What You'll Achieve.
Minimize service disruption; Drive continuous improvement in service quality; Drive continuous improvement in team capability; Drive continuous improvement in stakeholder experience; Ensure exceptional end-user experience; Ensure reliable, customer-focused support; Minimize business impact
Industry & Context.
Problem solving; Troubleshooting technical issues; Reducing service impact
What They're Looking For.
Must Have
Demonstrated experience leading or supervising a technical support, AV/VC, or digital collaboration team, background in meeting room support, video conferencing technology, and end-user technical support, Experience with Microsoft Office / Office 365, Windows, MTRoA and MTRoW, and enterprise collaboration technologies, knowledge of Microsoft Teams meetings, Teams Rooms, and the Teams Room portal, Experience using ServiceNow or a similar IT service management platform for incident and ticket management, Knowledge of HP/Poly hardware and Poly Lens, Exposure to or working knowledge of Crestron technologies, Solid understanding of networking concepts relevant to AV/VC and collaboration environments, Proven ability to manage workload distribution, team availability, and service coverage across multiple rooms or spaces, Experience delivering customer service and handling escalations with professionalism and urgency, A track record of process improvement, service ownership, and driving service stability and customer satisfaction, Experience supporting staff engagement, capability development, retention, and career growth
What You'll Do.
Lead daily operations of Digital Collaboration team
Support meeting rooms
and associated technologies
and develop team members
Identify training needs
Create opportunities for continuous learning
and service excellence
Deliver outstanding customer service
Resolve technical issues
Partner with Hospitality and Events teams
Coordinate and support events
Communicate with clients
Understand requirements
Provide timely updates on incidents
Provide updates on service requests
Provide updates on issue resolution progress
Coordinate across teams and departments
Resolve complex technical issues
Set clear performance expectations
Monitor team outcomes against KPIs
Monitor team outcomes against service goals
Take action for improvement
Recognize and reward performance
Recognize and reward positive contributions
Manage team availability
Manage team capability
Manage workload allocation
Ensure appropriate coverage
Support critical issues
Support service interruptions
Minimize business impact
Identify service issues
Identify points of failure
Implement contingency plans
Maintain service continuity
Communicate service disruptions effectively
Maintain ticket management discipline
Accurately log tickets
Timely resolution of tickets
Review operational processes
Identify opportunities for improvement
Identify opportunities for efficiency
Identify opportunities for stronger service outcomes
How You'll Work.
Team & Collaboration
Partner with local Hospitality and Events teams; Communicate with clients; Communicate with stakeholders; Communicate with support teams; Coordinate across teams; Coordinate across departments
Communication Scope
Clear communication; Proactive communication; Confident communication
Applying for this AV/VC Team Lead role?
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