Av Regional Support Services Helpdesk Manager

Role AV Regional Support Services Manager Location This role can be based remotely in Hong Kong Singapore Philippines or India candidates must have eligibility to work in these regions without sponsorship Salary Negotiable Dependent on experience plus company benefits Hours 40 hours per week between 8 30am - 5 30 pm This role is a dedicated AV-support role so candidates must have experience managing an AV-dedicated Helpdesk function Kinly is a leading integrator of audio-visual and unified communications solutions and the largest in Europe serving as a globally trusted technology advisor to leading organisations For more than 25 years we have been designing developing integrating and supporting complex audiovisual solutions and businesses rely on us to deliver consistently secure and flexible meeting experiences We now have a new opportunity for a Regional Support Services Manager AV Helpdesk Manager to join our highly collaborative and talented global team to be responsible for overseeing Kinly s proactive and reactive AV support teams which include Client Service Coordinators Subject Matter Experts SMEs and Field Service Engineers in the APAC region The role ensures the highest quality of service for AV clients by managing helpdesk operations client escalations and service delivery in line with industry best practices KPIs and SLAs This position requires experience in the audio-visual AV industry with a strong understanding of AV UC technologies video conferencing and unified communications to drive operational excellence manage escalations and support continuous service improvements to meet the needs of corporate and public sector clients Key responsibilities Oversee and optimise AV service delivery ensuring smooth operation of helpdesk and field service teams Implement metrics and dashboards to track service activity SLA adherence and performance KPIs Conduct trend analysis to drive continuous service improvement Ensure collaboration between AV service teams including Coordination SME Technical Teams and Field Engineers Manage client escalations ensuring timely resolution of AV UC-related service issues Maintain AV-specific service documentation for coordination teams Provide monthly and quarterly service reports MI packs to clients demonstrating performance and improvements Support the Global Support Services Manager and Director in implementing strategic AV service initiatives Lead mentor and develop a high-performing AV service team Implement training programs to ensure technical proficiency in AV UC disciplines Define clear roles and responsibilities across service teams Promote a culture of engagement collaboration and continuous learning Drive efficient resource utilization and maintain service consistency across all regions Skills and experience Solid experience managing an AV-specific helpdesk support function is essential Experience in delivering AV support services to large corporate customers is essential Proven experience in the audio-visual AV industry with a strong understanding of AV UC service management People management and leadership skills Hands-on experience with AV UC technologies video conferencing and ITIL-based service frameworks Strong customer service mindset with the ability to manage high-pressure operational environments Analytical skills for service performance reporting and insights If you are selected for interview and need any reasonable adjustments made for your interview please let the Talent Acquisition team know at the point of scheduling If you do require details of the vacancy or the application process in an alternative format please email jobs kinly com outlining your requirements About Kinly Kinly is the globally trusted AV and UCC technology advisor to world-class organisations Our solutions drive maximum collaboration engagement and productivity to enable a world where people can work together from everywhere Our people are unified by a passion for helping teams achieve their workplace communication and collaboration goals irrespective of complexity location or project size We design engineer and support audio visual and collaboration technology solutions that add real business value and deliver exceptional user experiences every time Why Kinly We are experienced When you join our family you ll be part of a multi-award-winning team made up of the industry s most innovative professionals We are proven The world s leading global businesses rely on us to deliver secure and reliable meeting experiences Come with us on our journey We are independent We partner with the world s best AV vendors to deliver our customers unrivalled access to cutting edge technology tailored to their exact needs We are global You ll be working with alongside the world s leading brands and supporting them on high-profile international projects Equal Opportunities At Kinly we are unified by a commitment to providing a working environment that is as inclusive responsible and welcoming as possible for all our teams and prospective employees We provide equal employment where all applicants are encouraged to apply regardless of sex age gender identity pregnancy colour race national origin sexual orientation disability religion or any other protected characteristics We want you to bring your true self to work and provide you with a workplace where you can thrive We welcome your application and look forward to seeing you at Kinly soon