Unified Communications & Audio Visual Service Lead, Modern Workplace

This review provides an in-depth look at the Unified Communications & Audio Visual Service Lead role at Lloyds Banking Group, designed to help potential candidates understand the opportunity and guide their career decisions.

Unified Communications & Audio Visual Service Lead: A Modern Workplace Opportunity

Lloyds Banking Group is seeking a dedicated and skilled Unified Communications & Audio Visual Service Lead to join their Modern Workplace team. This is a pivotal role focused on enhancing the experience of employees by ensuring the seamless operation and continuous improvement of their meeting rooms, event spaces, and Microsoft Teams collaboration environments.

Key Responsibilities & What You'll Be Doing:

• Service Oversight & Improvement: Take ownership of meeting room technology, event spaces, and Microsoft Teams collaboration tools, proactively monitoring and managing their performance.
• Issue Resolution & Triage: Effectively triage technical issues, coordinating remote resolutions or escalating them to internal teams and external partners, ensuring Service Level Agreements (SLAs) are met.
• Collaboration & Strategy: Work closely with diverse teams to assess support needs, advise on capabilities, and contribute to the development of effective support strategies.
• Performance Management: Conduct regular review meetings with internal colleagues and external support partners to ensure alignment and drive continuous improvement.
• Team Leadership: Provide line management and mentorship to AV support engineering colleagues, fostering a collaborative and high-performing team environment.
• Process Development & Documentation: Develop, maintain, and document robust support processes, including creating user-friendly support guides to enhance the user experience.
• Technical Recovery: Act as the technical recovery manager for meeting room technology, implementing measures to handle disruptions and incidents effectively.
• Stakeholder Engagement: Lead service calls with stakeholders and external providers, delivering updates and managing service tickets.
• Change Management: Monitor and manage service change requests to maintain operational resilience across all meeting spaces.
• Technology Lifecycle Management: Stay abreast of hardware moves, warranty swaps, and upgrades, collaborating with relevant teams to ensure service continuity.
• Standards & Design: Partner with Infrastructure Engineers and the Engineering Lead to ensure consistent adherence and updates to design standards, including acoustic and lighting recommendations.
• Service Roadmaps: Contribute to the creation and oversight of service support roadmaps for Workplace Technology, aligning with industry best practices.
• Vendor Management & Updates: Stay current with hardware and software updates from vendors, coordinating testing and implementation to maintain optimal performance and security.
• Proactive Improvement: Identify opportunities to enhance support models and automate processes for a better user experience.
• Training & Development: Develop and deliver user training programs for workplace technology, including 1:1 sessions, group training, and "lunch and learn" events.

Advantages for Potential Candidates:

• Career Growth & Development: This role offers significant opportunities to develop technical expertise in a critical area of modern business operations. You'll be at the forefront of technology that enables productive and collaborative work environments.
• Impactful Work: Contribute to a major financial institution and directly influence the productivity and experience of thousands of employees. You'll be part of shaping the future of the workplace.
• Exposure to Diverse Technologies: Gain hands-on experience with a wide range of AV and UC hardware and software from leading vendors, including Poly, Microsoft Teams, Cisco, Crestron, and Extron.
• Leadership & Mentorship: The opportunity to lead and mentor a team provides valuable experience in people management and team development, crucial for advancing your career.
• Strategic Contribution: You will have the chance to influence support strategies and contribute to service roadmaps, offering a strategic perspective on workplace technology.
• Flexible Working: Lloyds Banking Group supports a hybrid working model, offering a blend of home and office-based work, promoting a better work-life balance.
• Comprehensive Benefits: The role comes with a competitive salary range of £70,929 - £78,810, along with a generous pension contribution, annual bonus, share schemes, and a wide array of wellbeing initiatives.

Key Considerations for Candidates:

• Technical Expertise: A strong understanding of AV hardware (Poly, Microsoft Teams, Cisco, Crestron, Extron, etc.) and their integration within collaboration environments is essential.
• Problem-Solving Skills: The ability to think methodically and creatively to resolve complex technical issues is paramount.
• Communication & Influence: Excellent communication skills are required to effectively interact with both technical and non-technical end-users, internal teams, and external partners. You'll need to be able to influence and manage third-party relationships.
• Organizational Skills: The capacity to manage multiple tasks, coordinate meetings, and maintain detailed documentation is crucial for success.
• Adaptability: Working in a fast-paced, large organization requires adaptability and a proactive approach to managing change and new technologies.
• Customer-Centricity: A focus on delivering an exceptional user experience and understanding the needs of end-users is vital.
• Agile Experience (Advantageous): While not mandatory, familiarity with Agile ways of working could be beneficial given the fast-changing nature of modern IT environments.

This role represents an excellent opportunity for an experienced AV/UC professional looking to take on a leadership position within a forward-thinking organization. By focusing on service excellence, technical innovation, and strong stakeholder management, the successful candidate will play a key role in enabling effective collaboration across Lloyds Banking Group.