Global AV Service Manager
4 days ago
About the Role:
As a Regional Support Services Manager at Kinly's Global Services, you will be responsible for overseeing our proactive and reactive AV support teams in the APAC region. This includes managing helpdesk operations, client escalations, and service delivery to ensure the highest quality of service for our AV clients.
Key Responsibilities:
- Optimize AV service delivery to ensure 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.
- Collaborate with 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 strategic AV service initiatives as part of the global support services team.
Team Management and Development:
- 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.
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