Entertainment Tech Service & Support Lead

Technical Multimedia Design, Inc. (TechMDinc); Los Angeles (CA); On-site; USD 95,000 - 125,000; Full time

Job summary

TechMDinc in Burbank, CA, is seeking an Entertainment Technology Service & Support Manager to lead post-install warranty services, client support contracts, and support operations across AV, lighting, and show control systems.

You will partner with engineering, design, and project management to build a best-in-class support organization and ensure smooth transition from project to long-term operations, driving client satisfaction and service revenue.

Qualifications

• 5+ years of experience in technical support, AV integration, client services, or support or warranty operations, including 3+ years in a leadership role.
• Working knowledge of professional audio, video, control, and/or lighting systems.
• Experience implementing or administering helpdesk/ticketing process and/or platforms.
• Demonstrated ability to build scalable processes and operational standards.
• Strong customer service, leadership, organizational, and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Valid U.S. passport and ability to travel domestically and internationally.

Responsibilities

• Lead the service & support function, establishing priorities, performance expectations, and a culture of continuous improvement
• Develop department goals, KPIs, and service standards aligned with company objectives
• Serve as the primary point of contact for all inbound support and warranty requests from clients
• Lead the intake and coordination of incoming client support requests, serving as the primary ownership and coordinating with internal SMEs
• Triage incoming issues to determine the appropriate support path and scheduling of onsite service
• Serve as the primary escalation point for warranty requests, support contracts, and technical issues
• Ensure exceptional, proactive client communication throughout the support lifecycle from ticket intake through resolution
• Build and maintain strong relationships with client operations, facilities, and technical teams
• Coordinate and participate in preventative maintenance visits, warranty work, emergency service calls, and scheduled onsite support
• Audit existing support tools, ticketing systems, workflows, and communication processes
• Design, implement, and continuously improve standardized intake, triage, escalation, documentation, and resolution procedures
• Evaluate and administer support platforms while driving automation and operational efficiencies
• Establish SLAs, performance metrics, and reporting dashboards to monitor department performance
• Partner with Engineering, Design, show control, and Project Management to ensure successful project close outs into long-term support
• Capture institutional knowledge, project documentation, equipment information, software versions, backups, and operational procedures
• Build and maintain a centralized knowledge base to support consistent issue resolution by working with SMEs
• Travel to project openings and major installations to develop support documentation and establish long-term service readiness
• Maintain awareness of emerging technologies within professional AV and themed entertainment

Skills

Leadership

AV integration

Customer service

Ticketing systems

Communication

Multi-tasking

Travel willingness

Education

Bachelor's degree or equivalent

Tools

Q-SYS

Medialon

Alcorn McBride

disguise/7thSense

ETC

Job description

TechMDinc in Burbank, CA, is seeking an Entertainment Technology Service & Support Manager to lead post-install warranty services, client support contracts, and support operations across AV, lighting, and show control systems.

You will partner with engineering, design, and project management to build a best-in-class support organization and ensure smooth transition from project to long-term operations, driving client satisfaction and service revenue.