Helpdesk & Field Services Manager

Technical Support Manager

Manage and support a team of Technical Support Engineers

Oversee attendance, scheduling, and shift coverage to maintain seamless service assurance

Act as an escalation point for customer issues and internal inquiries

Serve as a trainer, mentor, and coach for both technical and administrative development

Develop, enhance, and maintain documentation including SOPs, training materials, and process guides

Ensure adherence to customer and company documentation standards and reinforce compliance within the team

Stay familiar with customer/partner MSAs to ensure process alignment

Deliver consistent service levels across the team and maintain compliance with contractual SLAs

Monitor and support achievement of individual and team KPIs

Collect and analyze performance data, implement corrective actions when needed

Translate organizational objectives into clear, motivating team goals

Provide objective, balanced feedback and recognize team achievements

Promote collaboration, maintain morale, and drive a positive team culture

Coach, mentor, and support team members' professional development

Communicate updates and expectations clearly and confidently

Ensure team members maintain a skills gap analysis and personal training plan, reviewed regularly

Conduct regular 1:1 meetings and contribute to performance reviews

Build productive relationships with key customer stakeholders

Maintain active cases in personal queue as needed

Contribute to root cause analysis (RCA) documentation and preventative actions for performance issues or SLA violations

Participate in internal and external projects as required

Address underperformance and behavioral concerns in partnership with leadership

Participate in interviews and hiring discussions

Lead by example by setting high standards, demonstrating a positive attitude, and modeling an energized work ethic

Strong ability to resolve conflict and maintain constructive relationships across all organizational levels

Strategic thinker with structured problem-solving skills

Capable of balancing multiple priorities in a fast-paced, service-driven environment

Works independently and ensures deadlines are consistently met

Excellent organizational skills with strong attention to detail

Clear and professional communication skills (written and verbal)

Customer-focused mindset with proven client communication abilities

Ability to handle sensitive and confidential information appropriately

Proficiency with Microsoft Office (Word, Excel, Outlook)

High school diploma or equivalent required; bachelor's degree in Computer Science, Business, or related field preferred

Minimum 5 years of professional experience in a technical service or support organization within the Audio/Visual or Unified Communications industry

Minimum 2 years of management or supervisory experience in a service organization, with responsibility for people management, customer escalations, and service delivery metrics

Demonstrated experience leading technical teams in high-volume, SLA-driven environments

Experience working directly with enterprise customers, managing escalations, and collaborating with cross-functional service teams

This role is based in a professional office environment and requires use of standard office equipment such as computers, phones, and printers. Noise levels are typically moderate (conversation, office equipment). Reasonable accommodations may be made for individuals with disabilities.

Regularly required to sit, walk, and stand

Must be able to communicate clearly in person and by phone

Frequent use of hands for typing, handling, or operating office equipment

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by law.

Salary: $70k - $87k