AV Operations Manager
6 days ago
About the Role
Kinly's Global Services is seeking an experienced AV Operations Manager to oversee our proactive and reactive AV support teams in the APAC region.
The successful candidate will be responsible for managing helpdesk operations, client escalations, and service delivery in line with industry best practices, KPIs, and SLAs. They will drive operational excellence, manage escalations, and support continuous service improvements to meet the needs of corporate and public sector clients.
Key Responsibilities
- Oversee 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.
- 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.
Requirements
- 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.
- Proficiency in MS Office and service management tools.
- Experience in delivering AV support services to large corporate customers is essential.
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