Lead AV Technical Support Supervisor

1 month ago

Beaconsfield, United Kingdom Alecto Recruitment Full time
Company Overview:
Our client is a prominent provider of Audio-Visual (AV) solutions, serving both Commercial and Residential markets. They are dedicated to offering innovative technology and outstanding service to their clientele.

Their team of committed Audio Visual experts is essential to their success, ensuring that customers receive exceptional support and tailored solutions to meet their specific needs.


Position Overview:
They are in search of a skilled and proactive AV Technical Support Supervisor to oversee their AV Service Desk team.

This role is crucial in guaranteeing that clients receive superior technical assistance for their AV systems in both Commercial and Residential environments.

The ideal candidate will possess a robust technical background in AV systems, comprehensive knowledge of key platforms such as Crestron, Dante, Biamp, and Polycom, along with strong IT and networking capabilities, and demonstrated leadership skills.


Key Responsibilities:

1. Team Leadership & Management:


Guide, mentor, and enhance the skills of a team of Service Desk Technicians, ensuring they have the necessary tools and knowledge to excel in their roles.

Oversee daily operations of the AV Service Desk, including task allocation and performance evaluation.
Conduct regular team meetings, performance assessments, and training sessions to uphold high service and technical standards.

2. Technical Support:


Deliver remote technical assistance to clients, diagnosing and resolving AV system challenges across various platforms, including Crestron, Dante, Biamp, Polycom, and others.

Utilize remote access tools to connect to client systems, perform troubleshooting, and implement solutions.

Collaborate with engineering and project teams to address complex technical issues requiring in-depth analysis and hands-on intervention.

Ensure all support requests are documented, monitored, and resolved promptly, adhering to established Service Level Agreements (SLAs).

3. IT and Networking Support:


Employ strong IT and networking expertise to address issues related to networked AV systems, including IP addressing, VLAN configuration, and troubleshooting network-related AV challenges.

Work alongside clients' IT departments to ensure seamless integration of AV systems into existing network infrastructures.
Stay informed about emerging technologies and best practices in IT and networking as they pertain to AV systems.

4. Customer Service & Relationship Management:
Serve as an escalation point for complex or high-priority customer issues, ensuring timely and effective resolutions.

Build strong relationships with key clients, understanding their unique needs and ensuring that the Service Desk team meets their expectations.

Provide proactive updates to clients regarding the status of their support tickets, ensuring transparency and client satisfaction.

5. Process Improvement:
Analyze support ticket trends and identify opportunities for process enhancements to improve efficiency and service quality.
Develop and implement standard operating procedures (SOPs) for the Service Desk, ensuring consistency in service delivery.
Stay current with 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 comprehensive documentation of support processes, troubleshooting steps, and resolution paths for common AV issues.
Collaborate closely with senior management to provide insights and recommendations based on service desk performance data.

Key Requirements:

1. Technical Skills:


Extensive technical knowledge and hands-on experience with a wide range of AV systems, including Crestron, Dante, Biamp, Polycom, and similar platforms.

Proficiency in remote support tools and techniques, with experience in delivering 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:
Demonstrated experience in a supervisory role within a technical service desk environment, preferably in the AV industry.
Proven ability to lead a team, manage workloads, and achieve performance targets.
Experience in managing high-pressure situations and resolving complex technical issues efficiently.

3. Interpersonal Skills:
Exceptional communication skills, both verbal and written, with the ability to convey technical concepts to non-technical clients.
Strong customer service orientation, committed to maintaining high levels of client satisfaction.
Ability to cultivate 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 £55,000 to £60,000 (depending on experience)
A hybrid, flexible working culture
Further training and certifications available
Future progression opportunities
Discretionary annual bonus

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

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