The AV/VC Team Lead is a hands-on leadership role responsible for overseeing the day-to-day delivery of digital collaboration services across meeting rooms and collaboration spaces. This role leads a team that supports audio visual and video conferencing technology, ensures excellent customer service, minimizes service disruption, and drives continuous improvement in service quality, team capability, and stakeholder experience.

Your Opportunity

As the AV/VC Team Lead, you will play a pivotal role in leading a high-performing team that delivers reliable, customer-focused support across meeting room and collaboration technologies. You will bring together technical leadership, people leadership, and operational discipline to ensure an exceptional end-user experience.

Key responsibilities include:

• Leading the daily operations of the Digital Collaboration team, ensuring the effective support of meeting rooms, collaboration spaces, and associated technologies.
• Coaching, mentoring, and developing team members to strengthen technical capability, customer service skills, and career progression.
• Identifying training needs and creating opportunities for continuous learning and development across the team.
• Driving a culture of accountability, teamwork, knowledge sharing, and service excellence.
• Ensuring the delivery of outstanding customer service when supporting meeting room technology and resolving technical issues.
• Partnering closely with local Hospitality and Events teams to coordinate and support complex or high-profile events.
• Communicating clearly and proactively with clients, stakeholders, and support teams to understand requirements and manage expectations.
• Providing timely updates on incidents, service requests, and issue resolution progress.
• Coordinating across teams and departments to resolve complex technical issues efficiently and effectively.
• Setting clear performance expectations, monitoring team outcomes against KPIs and service goals, and taking action where improvement is needed.
• Recognizing and rewarding strong performance and positive contributions across the team.
• Managing team availability, capability, and workload allocation to ensure appropriate coverage across local meeting rooms and spaces.
• Delegating work based on skillset, experience, seniority, and operational priorities.
• Stepping in directly to support critical issues or service interruptions where required to minimize business impact.
• Proactively identifying risks, service issues, and points of failure, and implementing contingency plans to maintain service continuity.
• Ensuring service disruptions are communicated effectively to stakeholders with a focus on clarity, ownership, and impact management.
• Maintaining strong ticket management discipline, including accurate logging, tracking, and timely resolution of all work in the ITSM tool.
• Reviewing ticket trends and operational processes to identify opportunities for improvement, efficiency, and stronger service outcomes.

How are you Extraordinary?

You are a people-first leader who knows how to bring out the best in others while maintaining a strong focus on service quality and operational excellence. You build trust quickly, communicate with confidence, and stay calm under pressure in fast-moving environments.

To thrive in this role, you will bring:

• Leadership and coaching capability - the ability to motivate, mentor, and develop team members while creating a strong, engaged team culture.
• Exceptional communication and stakeholder management - confidence in working with clients, support teams, and business stakeholders, particularly during incidents, escalations, and complex events.
• Problem solving and adaptability - a proactive, calm, and solutions-focused approach to troubleshooting technical issues, managing competing priorities, and reducing service impact.

Your Experience

We are looking for a strong people leader with proven experience in AV/VC, meeting room technology, and service operations. You will have a strong customer mindset, the confidence to lead in high-pressure situations, and the technical knowledge to guide a team supporting modern collaboration environments.

Essential skills and experience include:

• Demonstrated experience leading or supervising a technical support, AV/VC, or digital collaboration team.
• Strong background in meeting room support, video conferencing technology, and end-user technical support.
• Experience with Microsoft Office / Office 365, Windows, MTRoA and MTRoW, and enterprise collaboration technologies.
• Strong knowledge of Microsoft Teams meetings, Teams Rooms, and the Teams Room portal.
• Experience using ServiceNow or a similar IT service management platform for incident and ticket management.
• Knowledge of HP/Poly hardware and Poly Lens.
• Exposure to or working knowledge of Crestron technologies.
• Solid understanding of networking concepts relevant to AV/VC and collaboration environments.
• Proven ability to manage workload distribution, team availability, and service coverage across multiple rooms or spaces.
• Experience delivering strong customer service and handling escalations with professionalism and urgency.
• A track record of process improvement, service ownership, and driving service stability and customer satisfaction.
• Experience supporting staff engagement, capability development, retention, and career growth.

KPMG is a professional services firm with global outreach and deep sector experience. We work with clients across an array of industries to solve complex challenges, steer change and enable growth. 

Our people are what make KPMG the thriving workplace that it is and what sets us apart is that we know great minds think differently. Collaborate with a team of passionate, highly skilled professionals who’ve got your back. You’ll build relationships with unique and diverse colleagues who will provide you with the support you need to be your best and produce meaningful and impactful work in an inclusive, equitable culture.

At KPMG, you’ll take control over how you work. We’re embracing a new way of working in many ways, from offering flexible hours and locations to generous paid parental leave and career breaks. Our people enjoy a variety of exciting perks, including retail discounts, health and wellbeing initiatives, learning and growth opportunities, salary packaging options and more.

Diverse candidates have diverse needs. During your recruitment journey, information will be provided about adjustment requests. If you require additional support before submitting your application, please contact the Talent Attraction Support Team.

At KPMG every career is different, and we look forward to seeing how you grow with us.

KPMG Australia: grow with us!