Manager, Video Operations

Position Summary

The Video Services Manager leads a multidisciplinary technical team that delivers enterprise video conferencing (VTC), hybrid/virtual event production, and AV room systems at scale. This role owns end-to-end service delivery—people leadership, customer experience, operations, platforms, projects, and continuous improvement—ensuring high availability, exceptional production quality, and rigorous compliance for mission critical events and conference spaces. The ideal leader brings deep hands-on AV/VTC expertise and proven experience managing technical teams for 10+ years, with a strong focus on ITIL aligned operations, stakeholder management, and program execution.

Key Responsibilities

Service Delivery & Operations

• Own day-to-day operations of enterprise VTC platforms (e.g., Cisco, Poly, Zoom, Microsoft Teams) and room technologies; ensure seamless scheduling, setup, and support for virtual and hybrid conferences.
• Define and track SLAs/SLOs for incident, request, problem, and change management; drive preventative maintenance programs across rooms and infrastructure.
• Oversee documentation standards—configurations, diagrams, asset inventories, and runbooks—to ensure audit ready posture and rapid knowledge transfer.

People Leadership & Team Management

• Recruit, lead, coach, and performance-manage a team of Video Technicians and other AV/VTC specialists; build career paths, skill matrices, training plans, and coverage models.
• Establish standard operating procedures (SOPs), routines, and quality bars for the team; ensure lessons learned are captured and folded back into updated SOPs after events.
• Create an oncall/tiered support structure (including Tier 3 escalation) and readiness playbooks for high visibility events and executive stakeholders.

Event Production Oversight

• Set production standards for virtual/hybrid events, including multistage rehearsals, dry runs, technical QC, and live event troubleshooting.
• Coordinate with program offices, presenters, laboratories, and vendors; ensure professional slide formatting, signal flow, and operator roles for live production.
• Conduct post-event assessments to capture outcomes, issues, and improvements; maintain a continuous improvement backlog.

AV Infrastructure, Rooms & Standards

• Lead design standards for conference rooms and event spaces (layouts, UX, acoustics, signal path, network dependencies); oversee new room buildouts and technology refresh initiatives.
• Direct requirements analysis and site surveys; manage procurement, inventory control, and lifecycle asset tracking for all video equipment.
• Govern system testing, release validation, and security reviews/certifications ahead of production deployment.

Stakeholder, Vendor & Budget Management

• Serve as the primary point of contact for executive leaders, program offices, and cross-functional IT/Network teams; translate business needs into technical delivery.
• Manage vendor relationships (hardware, software, integration partners); negotiate contracts and service agreements; ensure vendor performance against KPIs.
• Build and manage annual budgets for platforms, rooms, refresh programs, and staffing; track ROI and cost optimization opportunities.

Security, Risk & Compliance

• Ensure services adhere to organizational security policies and applicable regulatory frameworks; lead risk assessments and remediation plans.
• Maintain clearance appropriate operations and ensure personnel, processes, and systems meet DOE or agency security expectations (e.g., support for security reviews/certifications and cleared staffing).

Training, Enablement & Adoption

• Develop and deliver training for end users and event stakeholders on conferencing systems, workflows, and best practices; measure adoption and satisfaction.

Required Qualifications

•  10+ years of experience, must have supervisory or lead experience.  Bachelor's degree preferred.
• Demonstrated expertise with VTC platforms and AV systems (e.g., Cisco, Poly, Zoom, Microsoft Teams) and their integration with network infrastructure.
• Proven track record with ITIL disciplines (incident/problem/change), Tier 3 escalation management, preventative maintenance, and SOP governance.
• Experience leading room buildouts, technology refreshes, and multisite deployments, including requirements analysis, site surveys, testing, and cutover.
• Excellent written/verbal communication; ability to engage executives and coach technical staff; strong vendor and stakeholder management.
• Ability to obtain and maintain a DOE security clearance, as required by program needs.

Preferred Qualifications

• Industry certifications such as CTS/CTSD, ITIL, PMP, CCNA, or comparable credentials aligned to AV design, service management, and networking.
• Experience producing executive level live events and town halls; familiarity with signal routing, DSPs, mics/cameras, lighting, and broadcast workflows.
• Background in federal or highly regulated environments with formal security review and certification processes.