Voya Financial
AV Service Manager – Meeting Events Tech Services (METS)
Voya Financial, Boston, Massachusetts, us, 02298
AV Service Manager – Meeting Events Tech Services (METS)
Join to apply for the AV Service Manager – Meeting Events Tech Services (METS) role at Voya Financial Location: Onsite – 5 Days/Week | Boston, MA Platforms: Microsoft Teams, Zoom, WebEx Position Summary
The AV Service Manager leads the Meeting Events Tech Services (METS) team, ensuring all AV events, conference rooms, and AV hardware across the nation operate at the highest service levels. This role oversees a team of AV technicians, partners with L3 AV/Collaboration Engineering for buildouts and technology upgrades, and drives continuous service improvements. The manager is accountable for proactive room checks, meeting preparation, vendor coordination, and technical excellence to deliver a seamless in-person, virtual, and hybrid meetings for business stakeholders. Events range from small meetings to large-scale productions of 1,500+ participants. Key Responsibilities
Oversee daily AV operations for conference rooms, event spaces, and hybrid meeting environments, ensuring spaces meet or exceed defined SLAs for uptime and readiness. Lead and coach a team of AV technicians; manage scheduling, task assignment, and performance to maintain a high-touch, customer-first culture. Develop and enforce proactive room readiness programs: daily/weekly health checks, device monitoring, test calls, and preventative maintenance. Serve as the operational escalation point for critical incidents impacting executives and high-visibility events, ensuring rapid resolution and effective communications. Plan and execute AV support for executive meetings, all-hands, webcasts, and multi-site hybrid events—including productions with 1,500+ participants—covering pre-production, rehearsals, show calling, live switching/streaming, and post-event retrospectives. Ensure “zero-surprise” delivery via advance room checks, content testing, backup gear, redundancy plans, and rapid incident response. Partner with L3 AV/Collaboration Engineering on standards, reference designs, and integrations (Microsoft Teams Rooms primary; Zoom Rooms secondary), and help pilot emerging technologies. Instrument and analyze performance metrics (uptime, MTTR, CSAT) to drive continuous service improvements and reduce repeat incidents. Support buildouts, expansions, and refresh cycles—provide SOW input, perform room acceptance testing, and define post-deployment success criteria. Own relationships with AV vendors and service partners: performance reviews, maintenance renewals, RMA lifecycle, and SLA adherence. Coordinate with End User Services, Network/Collab Engineering, Facilities/Real Estate, and Security on cross-functional changes and risk mitigation. Own AV asset lifecycle: standards, inventory, firmware/patch cadence, and refresh roadmap. Enforce ITIL-aligned Incident, Problem, and Change processes, including maintenance windows, stakeholder comms, and CAB approvals as required. Ensure compliance with security and accessibility guidelines for AV solutions and recorded content. Required Qualifications
7+ years in AV operations/support, including 3+ years leading AV technicians or service teams in multi-site corporate environments. Proven delivery of hybrid event production and executive-level support. Hands‑on expertise with room systems (Microsoft Teams Rooms primary, Zoom Rooms secondary), SIP/H.323, PTZ cameras, DSPs, and control systems (e.g., Crestron, Extron, Q‑SYS, Biamp). Working knowledge of enterprise networking (VLANs, QoS, PoE), monitoring/alerting tools, and remote endpoint management. Vendor management and contract/SLA oversight experience. Excellent communication, stakeholder management, and incident leadership. Working knowledge of ITIL; disciplined ticket hygiene and metrics management in ServiceNow/Jira (or equivalent). Preferred Skills & Certifications
CTS, CTS‑I, or CTS‑D; Dante Level 2/3; Q‑SYS, Biamp Tesira, Crestron (incl. DM‑NVX) certifications. Microsoft Teams Rooms and/or Zoom Rooms certifications; ITIL 4 Foundation. Experience with webcast platforms, eCDN, and broadcast switchers. Compensation Pay Disclosure
Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities. $132,090 - $165,110 USD What We Offer
Health, dental, vision and life insurance plans 401(k) Savings plan – with generous company matching contributions (up to 6%) Voya Retirement Plan – employer paid cash balance retirement plan (4%) Tuition reimbursement up to $5,250/year Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day. Paid volunteer time — 40 hours per calendar year Equal Employment Opportunity
Voya Financial is an equal‑opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law. Reasonable Accommodations
Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities. Be Well. Stay Well.
Be Well. Stay Well.
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Join to apply for the AV Service Manager – Meeting Events Tech Services (METS) role at Voya Financial Location: Onsite – 5 Days/Week | Boston, MA Platforms: Microsoft Teams, Zoom, WebEx Position Summary
The AV Service Manager leads the Meeting Events Tech Services (METS) team, ensuring all AV events, conference rooms, and AV hardware across the nation operate at the highest service levels. This role oversees a team of AV technicians, partners with L3 AV/Collaboration Engineering for buildouts and technology upgrades, and drives continuous service improvements. The manager is accountable for proactive room checks, meeting preparation, vendor coordination, and technical excellence to deliver a seamless in-person, virtual, and hybrid meetings for business stakeholders. Events range from small meetings to large-scale productions of 1,500+ participants. Key Responsibilities
Oversee daily AV operations for conference rooms, event spaces, and hybrid meeting environments, ensuring spaces meet or exceed defined SLAs for uptime and readiness. Lead and coach a team of AV technicians; manage scheduling, task assignment, and performance to maintain a high-touch, customer-first culture. Develop and enforce proactive room readiness programs: daily/weekly health checks, device monitoring, test calls, and preventative maintenance. Serve as the operational escalation point for critical incidents impacting executives and high-visibility events, ensuring rapid resolution and effective communications. Plan and execute AV support for executive meetings, all-hands, webcasts, and multi-site hybrid events—including productions with 1,500+ participants—covering pre-production, rehearsals, show calling, live switching/streaming, and post-event retrospectives. Ensure “zero-surprise” delivery via advance room checks, content testing, backup gear, redundancy plans, and rapid incident response. Partner with L3 AV/Collaboration Engineering on standards, reference designs, and integrations (Microsoft Teams Rooms primary; Zoom Rooms secondary), and help pilot emerging technologies. Instrument and analyze performance metrics (uptime, MTTR, CSAT) to drive continuous service improvements and reduce repeat incidents. Support buildouts, expansions, and refresh cycles—provide SOW input, perform room acceptance testing, and define post-deployment success criteria. Own relationships with AV vendors and service partners: performance reviews, maintenance renewals, RMA lifecycle, and SLA adherence. Coordinate with End User Services, Network/Collab Engineering, Facilities/Real Estate, and Security on cross-functional changes and risk mitigation. Own AV asset lifecycle: standards, inventory, firmware/patch cadence, and refresh roadmap. Enforce ITIL-aligned Incident, Problem, and Change processes, including maintenance windows, stakeholder comms, and CAB approvals as required. Ensure compliance with security and accessibility guidelines for AV solutions and recorded content. Required Qualifications
7+ years in AV operations/support, including 3+ years leading AV technicians or service teams in multi-site corporate environments. Proven delivery of hybrid event production and executive-level support. Hands‑on expertise with room systems (Microsoft Teams Rooms primary, Zoom Rooms secondary), SIP/H.323, PTZ cameras, DSPs, and control systems (e.g., Crestron, Extron, Q‑SYS, Biamp). Working knowledge of enterprise networking (VLANs, QoS, PoE), monitoring/alerting tools, and remote endpoint management. Vendor management and contract/SLA oversight experience. Excellent communication, stakeholder management, and incident leadership. Working knowledge of ITIL; disciplined ticket hygiene and metrics management in ServiceNow/Jira (or equivalent). Preferred Skills & Certifications
CTS, CTS‑I, or CTS‑D; Dante Level 2/3; Q‑SYS, Biamp Tesira, Crestron (incl. DM‑NVX) certifications. Microsoft Teams Rooms and/or Zoom Rooms certifications; ITIL 4 Foundation. Experience with webcast platforms, eCDN, and broadcast switchers. Compensation Pay Disclosure
Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities. $132,090 - $165,110 USD What We Offer
Health, dental, vision and life insurance plans 401(k) Savings plan – with generous company matching contributions (up to 6%) Voya Retirement Plan – employer paid cash balance retirement plan (4%) Tuition reimbursement up to $5,250/year Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day. Paid volunteer time — 40 hours per calendar year Equal Employment Opportunity
Voya Financial is an equal‑opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law. Reasonable Accommodations
Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities. Be Well. Stay Well.
Be Well. Stay Well.
#J-18808-Ljbffr