Regional Support Services Manager

Role: Regional Support Services ManagerLocation: Hong KongSalary: CompetitiveROLE SUMMARYThe Regional Support Services Manager (RSSM) is 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. The RSSM will drive operational excellence, manage escalations, and support continuous service improvements to meet the needs of corporate and public sector clients.Role and ResponsibilitiesOversee and optimize 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.Team Management and DevelopmentLead, 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.Required Skills & ExperienceProven 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.Proficiency in MS Office and service management tools.Experience in delivering AV support services to large corporate customers is essential.If you are selected for an interview and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know at the point of scheduling.If you require details of the vacancy or the application process in an alternative format, please either email jobs@kinly.com outlining your requirements.About KinlyKinly 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 alongside the world's leading brands and supporting them on high-profile, international projects.Equal Opportunities:Kinly is committed to providing equal opportunities in employment. All qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other 'protected characteristics. We welcome your application.

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