Audio Visual Technical Manager

Role: Technical Manager

Contract Type: Permanent

Location: Remote, UK

The Technical Managers’ prime function is to manage Kinly’s AVNOC consisting of coordination and technical teams based in the UK, US, Poland and India to ensure the highest quality of technical support to one of our largest Global clients. The team are critical to ensuring successful delivery of Kinly’s Technical services in line with contractual SLAs, KPIs and client’s expectations. Due to a new requirement from this client we need to create and deliver a globally consistent service, the role will include, recruiting, onboarding and ongoing training and development of direct reports, with potential for expansion into new regions.

The role is focused on understanding new and existing customer requirements and aligning the AVNOC to meet their needs. This involves having a deep understanding of the current service offering and looking for areas of improvement, along with developing and implementing new technologies and processes that are efficient, consistent and scalable. This includes working closely with Kinly’s support services desk consisting of coordinator and subject matter experts and Global Operational Leads to develop, implement and manage a world class service and associated processes. This will include taking a leading role in ensuring successful service implementation across the AVNOC, whist setting and adhering to best practice across the client’s estate to ensure CSI (continual service improvement) initiatives are delivered upon.

The Technical Manager will be responsible for the team structure whilst leading, developing and mentoring the team and ensuring they are delivering excellent customer service in line with agreed SLAs

ROLE AND RESPONSIBILITIES

• Provide leadership, inspiration and guidance to the AVNOC team
• Develop, adopt and deliver best practice service levels
• Implementation of active metrics to demonstrate activity levels, SLA adherence and other key performance indicators
• Oversee the creation and maintenance of appropriate service documentation to support the AVNOC team
• Manage client escalations and ensure the best quality of service and prioritization to resolve any issues.
• Recruitment of new Coordinators and Technical resource into the AVNOC team
• Analyse activities and make recommendations for increased team efficiencies and effectiveness
• Design, develop and administrate enhanced reporting which ensures the early identification of service failure and ensures minimum risk to the Business

• Engaging with other senior managers to develop opportunities and technical improvement in the AVNOC

• Ensure clearly defined roles and responsibilities, progression targets and training objectives based on defined and iterative training plans by role
• Maintaining the technical capability within services to deliver against current and future Customer requirements
• Oversee the creation and maintenance of appropriate service and technical documentation to support Knowledge transfer

TEAM MANAGEMENT AND DEVELOPMENT

• Promote an active and engaged communication strategy with regular team meetings, open communication and support.
• Work closely with direct reports to identify areas for improvement to our service offering for customers.
• Develop and maintain team and individual training plans ensuring consistent professional development across the team.
• Ensure clearly defined roles and responsibilities.
• Work closely with the Director, Global Services regarding any employee relations issues, recruitment, training and development.
• Drive an “open-door” culture and promote active communication throughout the business, echoing the Kinly value of “in it together”.
• Ensure efficient resource utilisation and implement active monitoring to verify activity levels.
• Drive an inclusive culture of unification, respect, and general care for all members of the department and play an active role in business initiatives to that effect.
• Mentor direct reports to coach, develop and motivate the team.

SKILLS PROFILE

• Minimum of 5 years’ technical experience working with enterprise collaboration platforms such as Cisco, Microsoft 0365, Zoom, Google
• Strong Knowledge of Audio Visual from a technical perspective along with strong experience with systems such as Crestron, AMX, Q-Sys, Digital Signage, Video Walls Etc.
• Good knowledge of of enterprise networks and associated technologies
• Working knowledge of enterprise management platforms and integration with service desks
• Avixa / Cisco / Microsoft Certification Preferred.
• Excellent people skills.
• Established management and leadership skills.
• Understanding of ITIL methodology and Service Management.
• Excellent planning and organizational ability.
• Passionate customer service attitude and proven customer service skills.
• Extensive experience in working in a pressured operational environment.
• Excellent understanding of service activity analytics and report writing.
• Professional in appearance and attitude.
• Fully IT literate with strong MS Office skills.
• Experienced in delivering support services to large corporate customers.
• Good working knowledge in all AV/UC disciplines.

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.

If you do require details of the vacancy or the application process in an alternative format, please email jobs@kinly.com outlining your requirements.

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, from everywhere. Our people are unified by a passion for helping teams achieve their workplace communication and collaboration goals, irrespective of complexity, location or project size. We design, engineer and support audio visual and collaboration technology solutions that add real business value and deliver exceptional user experiences, every time.

Why Kinly?

We are experienced: When you join our family you’ll be part of a multi-award-winning team made up of the industry’s most innovative professionals.

We are proven: The world’s leading global businesses rely on us to deliver secure and reliable meeting experiences. Come with us on our journey.

We are independent: We partner with the world’s best AV vendors to deliver our customers unrivalled access to cutting edge technology tailored to their exact needs.

We are global: You’ll be working with alongside the world’s leading brands and supporting them on high-profile, international projects.

Equal Opportunities:

Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other ‘protected characteristics. We welcome your application.