Team Leader, AV Operations
🔍 Belgium
- 📅
- 250500 Requisition #
1. SUMMARY
As part of NATO’s International Staff (IS), the Executive Management (EM) Division has the lead role in the overall management of the NATO HQ. The EM Division covers the following directorates: HQ Support and Transformation (EM-HQST), Human Resources (EM-HR), and Information Communication, and Technology Management (EM-ICTM).
Within the Executive Management Division, the Interpretation and Conference Services (ICS) provides direct support to NATO’s core business - the daily consultation among nations. It includes all the components found in established International Organisations for the provision of modern conference services, including bookings, planning and coordination, and the provision of technical Audio-Visual (AV) support, room preparation and interpretation for all official NATO languages and others on request.
The HQ is a cutting-edge building presenting 21st century challenges. All NATO conference and meeting facilities are under the purview of the AV Services to a greater or lesser extent in terms of operations, maintenance and user support. The AV team is in charge of supporting the AV Infrastructure and Systems within the NATO Headquarters (HQ). In addition, the team provides in situ technical support (AV, VTC) to high-level clients and other end users of the many meeting facilities of the HQ and on missions abroad.
Under the direction of Head, Audio-Visual Services, the incumbent is responsible for the effective and successful management of the day-to-day operations of the AV Operations. This includes the support services performed by the Technical Control Room (TCR) operators as well as the AV technicians deployed in the field. The incumbent is also required to work with incident management methods and monitors the follow up. The incumbent and the team members under their supervision will be called upon to work in shifts, sometimes accumulating long working hours under very high pressure to deliver support to events.
2. QUALIFICATIONS
ESSENTIAL
The incumbent must:
- have a higher secondary level diploma or the appropriate technical training corresponding to a higher technical diploma in electronics/IT, or an equivalent level of qualification in a relevant field of study;
- have at least 6 years of recent experience in the AV field;
- have a thorough knowledge of AV infrastructure, systems and networks demonstrating knowledge in:
- IT networking and proficiency in DANTE audio networking;
- Televic Plixus Conference System;
- have experience in team management;
- have experience managing client relationships to ensure successful outcomes;
- possess the ability to prioritise demands, manage conflicts, respond to clients and lead teams;
- possess the ability to communicate in clear, concise written and verbal form effectively in both technical and non-technical areas with technicians and non-technical managers;
- possess the following minimum levels of NATO’s official languages (English/French): V (“Advanced”) in one; II (“Elementary”) in the other;
- have the flexibility to work outside of regular office hours in response to crises and urgent requirements.
DESIRABLE
The following would be considered an advantage:
- experience working in an international environment.
Planning and Execution
Under the Head of Audio-Visual Services, manage staff and resources efficiently by organizing rosters, schedules, and backups. Ensure operational continuity, including holidays and weekends, by integrating routine tasks, remedial actions, planned works, and upgrades while optimizing internal and contractor resources. Maintain technical support in the Technical Control Room (TCR) and for high-priority events. Oversee AV support in all meeting rooms, with a focus on classified spaces. Manage incident response and operations from the TCR. Supervise Helpdesk operations for efficient request handling. Drive innovation through digitalization and automation to improve service delivery. Ensure timely execution of event requests, assigning staff as needed for large events.
Organisational Efficiencies
Assess equipment conditions and user feedback to report progress, identify issues, and recommend AV facility and systems improvements at NATO HQ. Enhance the operational procedures, systems and principles in the areas of helpdesk operations, incident management, business processes, enhanced reporting. Log incidents and escalate risks as needed. Use data and feedback to propose enhancements and innovative AV solutions. Contribute to long-term AV planning and stay updated on emerging technologies to improve systems and processes.
Stakeholder Management
Attend meetings as requested. Build and maintain effective collaborative relations with the many clients and stakeholders of the service within the Organization and beyond, in order to help capturing requirements, managing expectations and facilitating service delivery.
People Management
Organize, manage, and mentor team members, assigning tasks and monitoring execution to ensure alignment with priorities and deliverables. Establish performance goals, define expectations, and track progress. Provide staff with adequate training on AV systems, ensuring consistency with available resources. Address team management challenges to maintain seamless operations and meet critical client needs. Continuously contribute to the development of others.
Project Management
Ensure that deadlines are met and that changes in priorities and procedures are communicated and understood by the Section. Contribute to projects aimed at improving and modernising existing AV systems. Collaborate with the NATO Communications and Information Agency to ensure that the Information, Communication and Technology infrastructure in the NATO HQ conference centre is up to date and compliant with standards.
Perform any other related duty as assigned.
4. INTERRELATIONSHIPS
The incumbent reports to the Head, Audio Visual Services and works closely with the Lead, AV Infrastructure. They are in regular contact with end-users (IS), International Military Staff (IMS), Delegations, Agencies and other NATO Bodies. The incumbent must be able to lead, manage and motivate their colleagues, work effectively in a team and build and maintain a good working relationship with people from a variety of backgrounds, nationalities and cultures and interact in a discreet and effective manner with the most senior officials.
Direct reports: 10
Indirect reports: N/a.
5. COMPETENCIES
The incumbent must demonstrate:
- Achievement: Creates own measures of excellence and improves performance;
- Analytical Thinking: Sees multiple relationships;
- Change Leadership: Supports general need for change;
- Clarity and Accuracy: Monitors others’ work for clarity;
- Flexibility: Adapts to unforeseen situations;
- Impact and Influence: Takes multiple actions to persuade;
- Initiative: Is decisive in a time-sensitive situation;
- Organizational Awareness: Understands the Organization’s structure;
- Teamwork: Expresses positive attitudes and expectations of team or team members.
In accordance with the NATO Civilian Personnel Regulations, the successful candidate will receive a definite duration contract of three years, which may be followed by an indefinite duration contract.
7. USEFUL INFORMATION REGARDING APPLICATION AND RECRUITMENT PROCESS
Please note that we can only accept applications from nationals of NATO member countries. Applications must be submitted using e-recruitment system, as applicable:
- For NATO civilian staff members only: please apply via the internal recruitment portal (link);
- For all other applications: www.nato.int/recruitment
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More information about the recruitment process and conditions of employment, can be found at our website (http://www.nato.int/cps/en/natolive/recruit-hq-e.htm)
Appointment will be subject to receipt of a security clearance (provided by the national Authorities of the selected candidate), approval of the candidate’s medical file by the NATO Medical Adviser, verification of your study(ies) and work experience, and the successful completion of the accreditation and notification process by the relevant authorities.
NATO will not accept any phase of the recruitment and selection prepared, in whole or in part, by means of generative artificial-intelligence (AI) tools, including and without limitation to chatbots, such as Chat Generative Pre-trained Transformer (Chat GPT), or other language generating tools. NATO reserves the right to screen applications to identify the use of such tools. All applications prepared, in whole or in part, by means of such generative or creative AI applications may be rejected without further consideration at NATO’s sole discretion, and NATO reserves the right to take further steps in such cases as appropriate.
8. ADDITIONAL INFORMATION
NATO is committed to diversity and inclusion, and strives to provide equal access to employment, advancement and retention, independent of gender, age, nationality, ethnic origin, religion or belief, cultural background, sexual orientation, and disability. NATO welcomes applications of nationals from all member Nations, and strongly encourages women to apply.