AV Regional Support Services Manager - US

Kinly’s Global Services; New York (NY); Remote; USD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking a Regional Support Services Manager to lead their proactive and reactive AV support teams. This exciting role involves overseeing service delivery, managing escalations, and ensuring high-quality support for clients in both corporate and public sectors. The ideal candidate will leverage their expertise in AV/UC technologies to drive operational excellence and enhance service performance. Join a dynamic and collaborative team dedicated to delivering exceptional user experiences and making a meaningful impact in the audio-visual field. If you thrive in a fast-paced environment and are passionate about technology, this opportunity is perfect for you.

Benefits

Health insurance

Life insurance

Vision/dental insurance

Disability insurance

401K

Commuter benefits

Employee assistance program

Vacation

Sick leave

Qualifications

• Proven experience in the AV industry with strong service management skills.
• Hands-on experience with AV/UC technologies and video conferencing.

Responsibilities

• Oversee AV service delivery and manage helpdesk operations.
• Drive continuous service improvement and manage client escalations.

Skills

AV/UC service management

People management

AV/UC technologies

Video conferencing

Customer service

Analytical skills

MS Office proficiency

Service management tools

Job description

Position: AV Regional Support Services Manager - US

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)

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
• 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

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.