AV Technical Service Desk Supervisor

AV Technical Service Desk Supervisor

Our client is a leading provider of Audio-Visual (AV) solutions, catering to both the Commercial and Residential sectors. They pride themselves on delivering cutting-edge technology and exceptional service to their clients. Their team of dedicated Audio Visual professionals is at the heart of their success, ensuring that their customers receive top-notch support and solutions tailored to their unique needs.

They are seeking an experienced and dynamic AV Technical Service Desk Supervisor to lead their AV Service Desk team. This role is pivotal in ensuring that their clients receive outstanding technical support for their AV systems, both in Commercial and Residential settings. The ideal candidate will have a strong technical background in AV systems, extensive knowledge of key platforms such as Crestron, Dante, Biamp, and Polycom, strong IT and networking skills, and proven leadership abilities.

1. Team Leadership & Management:

• Supervise, mentor, and develop a team of Service Desk Technicians, ensuring they have the skills and resources needed to perform their roles effectively.
• Manage daily operations of the AV Service Desk, including workload distribution, and performance monitoring.
• Conduct regular team meetings, performance reviews, and training sessions to maintain high standards of service and technical knowledge.

2. Technical Support:

• Provide remote technical support to clients, diagnosing and resolving AV system issues across a broad range of platforms, including Crestron, Dante, Biamp, Polycom, and others.
• Utilise remote access tools to dial into client systems, perform troubleshooting, and implement solutions.
• Collaborate with the engineering and project teams to resolve complex technical issues that require in-depth analysis and a hands-on approach.
• Ensure that all support requests are logged, tracked, and resolved in a timely manner, adhering to agreed Service Level Agreements (SLAs).

3. IT and Networking Support:

• Apply strong IT and networking skills to resolve issues related to networked AV systems, including IP addressing, VLAN configuration, and troubleshooting network-related AV problems.
• Work with clients' IT departments to ensure seamless integration of AV systems into existing network infrastructure.
• Stay updated on emerging technologies and best practices in IT and networking as they relate to AV systems.

4. Customer Service & Relationship Management:

• Act as an escalation point for complex or high-priority customer issues, ensuring a prompt and effective resolution.
• Foster strong relationships with key clients, understanding their unique requirements and ensuring that the Service Desk team meets their expectations.
• Provide proactive communication to clients regarding the status of their support tickets, ensuring transparency and customer satisfaction.

5. Process Improvement:

• Analyse support ticket trends and identify areas for process improvement to enhance efficiency and service quality.
• Develop and implement standard operating procedures (SOPs) for the Service Desk, ensuring consistency in service delivery.
• Stay abreast of the latest AV technologies and industry trends, integrating new knowledge into the team's operations and customer support strategies.

6. Reporting & Documentation:

• Prepare regular reports on Service Desk performance, including metrics on response times, resolution rates, and customer satisfaction.
• Maintain detailed documentation of support processes, troubleshooting steps, and resolution paths for common AV issues.
• Work closely with senior management to provide insights and recommendations based on service desk performance data.

1. Technical Skills:

• Strong technical knowledge and hands-on experience with a broad range of AV systems, including Crestron, Dante, Biamp, Polycom, and similar platforms.
• Proficiency in remote support tools and techniques, with experience in providing off-site technical assistance.
• Advanced IT and networking skills, including knowledge of IP addressing, VLANs, QoS, and general network troubleshooting as they relate to AV systems.
• Familiarity with AV control systems, audio DSPs, video conferencing setups, and other related technologies.

2. Experience:

• Proven experience in a supervisory role within a technical service desk environment, preferably within the AV industry.
• Demonstrated ability to lead a team, manage workloads, and meet performance targets.
• Experience in handling high-pressure situations and resolving complex technical issues efficiently.

3. Interpersonal Skills:

• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical clients.
• Strong customer service orientation, with a commitment to maintaining high levels of client satisfaction.
• Ability to build and maintain strong working relationships with clients, team members, and other stakeholders.

4. Certifications (Desirable):

• Relevant AV industry certifications (e.g., CTS, CTS-D, CTS-I).
• ITIL Foundation certification or equivalent.
• Networking certifications such as CCNA or equivalent would be advantageous.

Package:

• Salary 45,000 to 60,000 (depending on experience)
• Further training and certifications available
• Future Progression opportunities
• Discretionary annual bonus

Ready to Make Your Mark? If you're ready to seize this opportunity and become an integral part of their team, don't hesitate to apply today!

Alecto Recruitment Limited is proud to be an equal opportunity employer, fostering diversity and inclusion in the workplace. We thank all applicants for their interest, but only shortlisted candidates will be contacted.

If you believe you have what it takes, send your CV without delay!

Please note: Alecto Recruitment Limited operates as an Employment Business in relation to this vacancy.