AV Technical Service Desk Supervisor

4 days ago

Beaconsfield, United Kingdom Alecto Recruitment Full time
AV Technical Service Desk Supervisor

We are seeking an experienced and dynamic AV Technical Service Desk Supervisor to lead our AV Service Desk team. This role is pivotal in ensuring that our clients receive outstanding technical support for their AV systems, both in Commercial and Residential settings.

Key Responsibilities:
  • 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.
  • 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).
Requirements:
  • 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.
  • 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.
What We Offer:
  • Salary £45,000 to £60,000 (depending on experience)
  • Further training and certifications available
  • Future Progression opportunities
  • Discretionary annual bonus

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