AV Regional Support Services Manager - US

Position: AV Regional Support Services Manager - US

Location: Remote – the role can be based from any of the following locations: Colorado, Florida, New York, North Carolina or Texas

Salary: $90,000 - $120,000 (depending on experience), plus benefits including: health, life, vision/dental insurance; disability, vacation, sickness, 401K, commuter benefits & employee assistance program

Hours: Monday – Friday (40 hours/week)

Interview Process: 2 stages (one via Teams and the second in person)

About Us:

Kinly is a global leader in Audio Visual and Unified Communications technology, partnering with numerous high-profile organizations to enhance collaboration, engagement, and productivity. We design, engineer, and support AV and collaboration technology solutions that deliver real business value and exceptional user experiences.

We now have an exciting opportunity for a new colleague to join our talented and highly collaborative Services Team, as the Regional Support Services Manager.

The position will be 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 US region; ensuring the highest quality of service for AV clients through managing helpdesk operations, client escalations, and service delivery.

This position requires experience in the audio-visual (AV) industry, with a strong understanding of AV/UC technologies, video conferencing, and unified communications.

The successful individual 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

• 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

• 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

Requirements

Skills & experience:

• 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

If you do require details of the vacancy or the application process in an alternative format, please either email jobs@kinly.com outlining your requirements; or you can view the vacancy via the Kinly page on Vercida which allows you to customise the content so that you can review in a way that works best for you.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.

About Kinly

Kinly 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, f