Helpdesk & Field Services Manager

Essential Duties and Responsibilities

• Manage and support a team of Technical Support Engineers

• Oversee attendance, scheduling, and shift coverage to maintain seamless service assurance

• Act as an escalation point for customer issues and internal inquiries

• Serve as a trainer, mentor, and coach for both technical and administrative development

• Develop, enhance, and maintain documentation including SOPs, training materials, and process guides

• Ensure adherence to customer and company documentation standards and reinforce compliance within the team

• Stay familiar with customer/partner MSAs to ensure process alignment

• Deliver consistent service levels across the team and maintain compliance with contractual SLAs

• Monitor and support achievement of individual and team KPIs

• Collect and analyze performance data, implement corrective actions when needed

• Translate organizational objectives into clear, motivating team goals

• Provide objective, balanced feedback and recognize team achievements

• Promote collaboration, maintain morale, and drive a positive team culture

• Coach, mentor, and support team members’ professional development

• Communicate updates and expectations clearly and confidently

• Ensure team members maintain a skills gap analysis and personal training plan, reviewed regularly

• Conduct regular 1:1 meetings and contribute to performance reviews

• Build productive relationships with key customer stakeholders

• Maintain active cases in personal queue as needed

• Contribute to root cause analysis (RCA) documentation and preventative actions for performance issues or SLA violations

• Participate in internal and external projects as required

• Address underperformance and behavioral concerns in partnership with leadership

• Participate in interviews and hiring discussions

• Lead by example by setting high standards, demonstrating a positive attitude, and modeling an energized work ethic

Skills and Abilities

• Strong ability to resolve conflict and maintain constructive relationships across all organizational levels

• Strategic thinker with structured problem-solving skills

• Capable of balancing multiple priorities in a fast-paced, service-driven environment

• Works independently and ensures deadlines are consistently met

• Excellent organizational skills with strong attention to detail

• Clear and professional communication skills (written and verbal)

• Customer-focused mindset with proven client communication abilities

• Ability to handle sensitive and confidential information appropriately

• Proficiency with Microsoft Office (Word, Excel, Outlook)

Education and Experience

• High school diploma or equivalent required; bachelor’s degree in Computer Science, Business, or related field preferred

• Minimum 5 years of professional experience in a technical service or support organization within the Audio/Visual or Unified Communications industry

• Minimum 2 years of management or supervisory experience in a service organization, with responsibility for people management, customer escalations, and service delivery metrics

• Demonstrated experience leading technical teams in high-volume, SLA-driven environments

• Experience working directly with enterprise customers, managing escalations, and collaborating with cross-functional service teams

Working Environment

This role is based in a professional office environment and requires use of standard office equipment such as computers, phones, and printers. Noise levels are typically moderate (conversation, office equipment). Reasonable accommodations may be made for individuals with disabilities.

Physical Requirements

• Regularly required to sit, walk, and stand

• Must be able to communicate clearly in person and by phone

• Frequent use of hands for typing, handling, or operating office equipment

Equal Opportunity Employer

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by law.

This pay range represents the base salary for this position. Actual compensation within the range will depend on a variety of factors including but not limited to experience, skills, and location.