Service Manager

CL Visual INC•Town of Oyster Bay, NY

1d•Onsite

About The Position

Global AV Group is seeking an experienced Service Manager to lead our Service Operations department. This is a hands-on leadership role responsible for managing service requests from intake through resolution, coordinating technicians, and ensuring an exceptional client experience. Based in our Hicksville office, the Service Manager serves as the operational hub between clients, field technicians, project teams, and leadership. This role requires strong technical awareness, excellent organizational skills, and the ability to manage priorities in a fast-paced service environment. This is a fully on-site position requiring daily coordination with field personnel and internal teams.

Requirements

Associate or bachelor’s degree preferred in AV Technology, Operations Management, or related field
3–5+ years of experience in commercial AV service, technical operations, or service management
Experience managing technicians, schedules, and service workflows
Strong working knowledge of commercial AV systems and troubleshooting
Highly organized with strong prioritization skills
Clear communicator with both technical teams and non-technical clients
Ability to manage multiple service requests simultaneously
Solutions-oriented, calm under pressure, and accountable
Strong sense of ownership and follow-through
Candidates should be comfortable working within modern operational systems, including: Service ticketing or work order platforms
Scheduling or resource management tools
Team communication platforms and professional email
Cloud-based documentation and file management systems
Spreadsheets for tracking service activity and basic reporting
Comfort adopting new systems and technologies is required.
Ability to work on-site daily and visit job sites as needed
Ability to lift up to 40 lbs when required
Professional demeanor when representing Global AV Group
Limited local travel to job sites as needed

Responsibilities

Oversee all incoming service requests, including intake, prioritization, scheduling, and resolution
Assign service technicians based on skill set, availability, and urgency
Monitor service response times, job progress, and technician utilization
Serve as the primary escalation point for service issues and client concerns
Ensure service workflows are followed and properly documented
Act as the primary point of contact for service clients throughout each request
Communicate clearly regarding scope, timelines, system issues, and resolution status
Set and manage client expectations while maintaining professionalism
Conduct service follow-ups to ensure satisfaction and issue resolution
Coordinate daily schedules and field activities
Support technicians with troubleshooting guidance, documentation, and logistics
Monitor performance, workload balance, and service standards
Partner with leadership on training, development, and accountability
Maintain accurate service records, work orders, and documentation
Track service activity for reporting, billing, and operational review
Prepare service summaries and performance insights
Identify inefficiencies and recommend operational improvements
Collaborate with project teams to ensure smooth transition from installation to service