AV Dispatch Support Lead

EOS

90d

About The Position

As the AV Dispatch Support Lead for our AV Dispatch Team, you will play a pivotal role in managing the daily operations, performance, and growth of a remote team of AV support technicians. This hands-on leadership role requires a strong technical foundation in AV systems, proven team management experience, and a strategic mindset to scale and optimize support operations. To be successful in this role, you must demonstrate technical proficiency and experience with professional AV platforms and protocols, including but not limited to Crestron, Biamp, QSC, Extron, and Dante. Your expertise will be critical in guiding the team through troubleshooting, configuration, and support of complex AV environments. You will combine people leadership, technical depth, and operational management to ensure seamless service delivery and exceptional client satisfaction.

Requirements

Minimum 3 years in a leadership or supervisory role within a technical support or dispatch environment
Minimum 3 years of hands-on experience working with AV audio, video, and control solutions, including system setup, troubleshooting, and support
Strong background in AV support operations, issue resolution, and client-facing post-installation support
Deep understanding of SLAs and support frameworks within managed services or technical support environments
Technical knowledge of AV control systems (e.g., Crestron, Extron), DSPs (e.g., Biamp, QSC), video conferencing platforms (e.g., Zoom, Microsoft Teams), and networked AV systems (e.g., Dante)
Solid understanding of networking fundamentals as they apply to AV systems
Excellent communication, organizational, and problem-solving skills
Proven ability to manage remote teams effectively and foster a collaborative, high-performance environment

Nice To Haves

Experience building and maintaining a dedicated AV training and testing lab.
Ability to develop and implement structured training programs for onboarding, upskilling, and certification.
Experience working with vendors and partners to obtain demo equipment and training materials.

Responsibilities

Team Leadership & Management
Lead and manage a team of remote dispatch technicians, ensuring daily operations run smoothly.
Monitor team performance, set clear goals, and provide regular feedback and coaching.
Manage scheduling, workload distribution, and shift coverage to maintain service levels.
Escalation & Incident Management
Serve as the primary point of escalation for complex or high-priority issues.
Collaborate cross-functionally with other departments to resolve escalated cases efficiently.
Recruitment, Training & Development
Partner with HR to recruit and onboard new technicians in line with regional demands.
Design and deliver training programs focused on AV systems, troubleshooting, and customer service.
Implement career development plans and provide coaching to enhance team skills and retention.
Operational Excellence
Oversee the dispatch process, ensuring timely and accurate assignment of technicians to client sites.
Monitor KPIs such as response time, resolution time, and customer satisfaction scores.
Optimize workflows and implement best practices to improve efficiency and reduce downtime.
Maintain accurate documentation of processes, incidents, and resolutions in the ticketing system.
Collaborate closely with our Global Support Helpdesk.
Customer Experience & Relationship Management
Act as a liaison between clients and technical teams to ensure clear communication and timely issue resolution.
Proactively identify and address potential service delivery challenges.
Uphold and promote a customer-first culture within the team.