Voya Financial · 1 month ago
AV Service Manager – Meeting Events Tech Services (METS)
MA-Boston, 121 Seaport Blvd
Full-time
Onsite
Senior Level
$132K/yr - $165K/yr
7+ years expVoya Financial is committed to providing financial opportunities for everyone, and they are seeking an AV Service Manager to lead their Meeting Events Tech Services team. This role is responsible for overseeing AV operations, managing a team of technicians, and ensuring high service levels for various meeting formats.
Financial Services
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
Qualification
Required
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
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
Benefits
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
Company
Voya Financial
Voya Financial is a financial services company that specializes in the fields of retirement, investments, and insurance.
5001-10000 employees
H1B Sponsorship
Voya Financial has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (4)
2023 (2)
2022 (1)
2021 (5)
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
unknown2018-06-01Acquired
2013-05-02IPO
Leadership Team
Heather Lavallee
CEO
Michael Katz
Executive Vice President, Chief Financial Officer
Recent News
2026-01-09
Coverager - Insurance news and insights
2025-12-24
2025-12-10
Company data provided by crunchbase