Helpdesk & Field Services Manager

AVI-SPL

88d • $70,000 - $87,000

About The Position

The position involves managing and supporting a team of Technical Support Engineers, ensuring seamless service assurance through effective attendance, scheduling, and shift coverage. The role requires acting as an escalation point for customer issues and internal inquiries, while also serving as a trainer, mentor, and coach for both technical and administrative development. Responsibilities include developing and maintaining documentation such as SOPs, training materials, and process guides, ensuring adherence to customer and company documentation standards, and delivering consistent service levels across the team while maintaining compliance with contractual SLAs. The individual will monitor and support the achievement of individual and team KPIs, collect and analyze performance data, and implement corrective actions when necessary. Additionally, the role involves translating organizational objectives into clear, motivating team goals, providing balanced feedback, promoting collaboration, and maintaining a positive team culture. Regular communication of updates and expectations, conducting 1:1 meetings, and contributing to performance reviews are also key aspects of the job. The position requires building productive relationships with key customer stakeholders and participating in internal and external projects as needed.

Requirements

• 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

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees