Service Team Lead

About the Role

All wave is seeking an AV Collaboration Services Team Lead to serve as the primary operational lead. This individual will provide advanced onsite AV support while also owning service coordination, customer communications, operational governance, service reporting, incident escalation management, and continual improvement initiatives across Bengaluru, Chennai, and Gurugram.

This role acts as the key interface between client and leadership, ensuring consistent execution of service obligations, operational standards, and customer experience objectives.

Key Responsibilities

• Provide advanced technical support for Microsoft Teams Rooms, Zoom Rooms, digital signage, conferencing, and collaboration technologies.
• Coordinate daily service activities across all India support locations.
• Manage escalations, major incidents, and customer communications.
• Lead service review meetings and governance discussions.
• Develop and deliver service performance reporting and operational metrics.
• Coordinate vendor management activities and OEM escalations.
• Support root cause analysis, problem management, and continual improvement initiatives.
• Oversee critical spare management and inventory governance.
• Support executive meetings, town halls, webcast events, and other high-profile business activities.
• Coordinate backup resource planning and business continuity activities.

Desired Qualifications

• 5+ years of AV support experience
• Hands-on experience with Microsoft Teams Rooms
• Hands-on experience with Zoom Rooms
• Digital signage experience
• Experience with ServiceNow or other ITSM platforms
• Strong customer-facing communication skills
• Experience supporting executive-level environments
• ITIL Foundation certification preferred
• AVIXA CTS, CTS-I, CTS-D, or equivalent certification preferred