AV Service Manager – Meeting Events Tech Services (METS)

Together we fight for everyone’s opportunity for a better financial future. We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today. Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision. Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now AV Service Manager – Meeting Events Tech Services (METS) 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. The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting. Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. $132,090 - $165,110 USD Be Well. Stay Well. Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well. 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 Learn more about Voya benefits (download PDF) Critical Skills At Voya, we have identified the following critical skills which are key to success in our culture: Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations. Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution. Team Mentality: Partnering effectively to drive our culture and execute on our common goals. Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions. Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage. Learn more about Critical Skills 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. Misuse of Voya's name in fraud schemes Voya Financial, Inc., is a leading retirement, employee benefits and investment management company. Voya’s services and solutions help clear the path to financial confidence and a more fulfilling life for approximately 15.7 million individual, workplace and institutional clients. Certified as a “Great Place to Work” by the Great Place to Work® Institute, Voya fosters a culture that values customer centricity, integrity, accountability, agility and inclusivity. Together with customers and partners, Voya employees fight for everyone's opportunity for a better financial future. For more information visit https://www.voya.com/ Voya’s values serve as our compass, bringing together our culture, performance, brand, vision, strategy and corporate responsibility activities. Our values guide our decision-making and behaviors allowing us to deliver worth to our customers, distribution partners, shareholders and each other. With a lens on balance, health & welfare, our work environment offers flexibility. The majority of our roles have adopted a hybrid schedule — working some days in the office and some days remotely, providing flexibility for work-life balance and still allowing the benefit of in-person collaboration. Some functions will continue to be 100% on-site and others may be fully remote, depending on business needs. We care We do the right thing We have customer passion We have a winning spirit We are the We Certified by the Great Place to Work® Institute as a Great Place to Work®, 2016-2025, Voya is equally committed to conducting business in a way that is socially, environmentally, economically and ethically responsible. Voya’s culture is proudly recognized by multiple organizations. See a full listing of our awards and recognition.