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AV Help Desk Manager

Kinly

New York (NY)

Remote

USD 80,000 - 110,000

Full time

Today

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Job summary

Kinly is seeking an AV Help Desk Manager to lead their AV support teams. This role involves overseeing service delivery, managing escalations, and driving continuous improvements in AV services. The ideal candidate will have extensive experience in the AV industry and strong leadership skills.

Benefits

Health insurance

Life insurance

Vision/dental insurance

Disability benefits

401K

Commuter benefits

Employee assistance program

Qualifications

Proven experience in AV service management.
Strong understanding of AV/UC technologies.
Experience delivering AV support services to large corporate customers.

Responsibilities

Oversee and optimize AV service delivery.
Implement metrics to track service activity.
Manage client escalations and ensure timely resolution.

Skills

AV service management

People management

Customer service mindset

Analytical skills

Hands-on experience with AV/UC technologies

Education

Experience in the audio-visual (AV) industry

Tools

MS Office

Service management tools

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Position: AV Help Desk Manager

Location: Remote – the role can be based from any of the following locations: Colorado, New York, North Carolina

Salary: $80,000 - $110,000 (depending on experience and location), plus benefits including: health, life, vision/dental insurance; disability, vacation, sickness, 401K, commuter benefits & employee assistance program

Hours: Monday – Friday (40 hours/week)

Interview Process: 2 stages (one via Teams and the second in person)

Managing a focused AV helpdesk experience is essential for this role - this is not a generic IT Helpdesk role and experience must be managing an AV-only helpdesk

About Us:

Kinly is a global leader in Audio Visual and Unified Communications technology, partnering with numerous high-profile organizations to enhance collaboration, engagement, and productivity. We design, engineer, and support AV and collaboration technology solutions that deliver real business value and exceptional user experiences.

We now have an exciting opportunity for a new colleague to join our talented and highly collaborative Services Team, as the Regional Support Services Manager.

The position will be responsible for overseeing Kinly’s proactive and reactive AV support teams, which include Client Service Coordinators, Subject Matter Experts (SMEs), and Field Service Engineers in the US region; ensuring the highest quality of service for AV clients through managing helpdesk operations, client escalations, and service delivery.

This position requires experience in the audio-visual (AV) industry, with a strong understanding of AV/UC technologies, video conferencing, and unified communications.

The successful individual will drive operational excellence, manage escalations, and support continuous service improvements to meet the needs of corporate and public sector clients.

Key Responsibilities:

Oversee and optimize AV service delivery, ensuring smooth operation of helpdesk and field service teams
Implement metrics and dashboards to track service activity, SLA adherence, and performance KPIs
Conduct trend analysis to drive continuous service improvement
Ensure collaboration between AV service teams, including Coordination, SME Technical Teams, and Field Engineers
Manage client escalations, ensuring timely resolution of AV/UC-related service issues
Maintain AV-specific service documentation for coordination teams
Provide monthly and quarterly service reports (MI packs) to clients, demonstrating performance and improvements
Support the Global Support Services Manager and Director in implementing strategic AV service initiatives
Lead, mentor, and develop a high-performing AV service team
Implement training programs to ensure technical proficiency in AV/UC disciplines
Define clear roles and responsibilities across service teams
Promote a culture of engagement, collaboration, and continuous learning
Drive efficient resource utilization and maintain service consistency across all regions

Skills & experience:

Proven experience in the audio-visual (AV) industry, with a strong understanding of AV/UC service management
Must have proven AV-specific Helpdesk / Service Desk - essential criteria
People management and leadership skills
Hands-on experience with AV/UC technologies, video conferencing, and ITIL-based service frameworks
Strong customer service mindset with the ability to manage high-pressure operational environments
Analytical skills for service performance reporting and insights
Proficiency in MS Office and service management tools
Experience in delivering AV support services to large corporate customers is essential

If you do require details of the vacancy or the application process in an alternative format, please either email jobs@kinly.com outlining your requirements; or you can view the vacancy via the Kinly page on Vercida which allows you to customise the content so that you can review in a way that works best for you.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.

About Kinly

Kinly is the globally trusted AV and UCC technology advisor to world-class organisations. Our solutions drive maximum collaboration, engagement and productivity to enable a world where people can work together, from everywhere. Our people are unified by a passion for helping teams achieve their workplace communication and collaboration goals, irrespective of complexity, location or project size. We design, engineer and support audio visual and collaboration technology solutions that add real business value and deliver exceptional user experiences, every time.

Why Kinly?

We are experienced: When you join our family you’ll be part of a multi-award-winning team made up of the industry’s most innovative professionals.

We are proven: The world’s leading global businesses rely on us to deliver secure and reliable meeting experiences. Come with us on our journey.

We are independent: We partner with the world’s best AV vendors to deliver our customers unrivalled access to cutting edge technology tailored to their exact needs.

We are global: You’ll be working with alongside the world’s leading brands and supporting them on high-profile, international projects.

Equal Opportunities:

Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other ‘protected characteristics. We welcome your application.

Seniority level

Seniority level
Not Applicable

Employment type

Employment type
Full-time

Job function

Job function
Information Technology
Industries
IT Services and IT Consulting

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