Service Manager

About Global AV Group
Global AV Group delivers cutting-edge audiovisual experiences that transform spaces and captivate audiences. From New York City to Las Vegas, our team designs, installs, and manages audio, video, lighting, and staging systems for commercial, residential, and live-event environments. We take pride in our craftsmanship, precision, and ability to turn complex visions into flawless reality.

About the Role
Reporting to the President, we are seeking a strong leader to own and grow our AV service and maintenance programs. This role combines strong technical expertise, team leadership, strategic program management, and client relations, ensuring client satisfaction, system reliability, and recurring service revenue. Based in Hicksville, NY, the Service Manager will serve as the operational hub between clients, technicians, project teams, and leadership. This role requires the ability to manage priorities in a fast-paced, service-driven environment.

Key Responsibilities:

• Develop and manage service and preventative maintenance agreement programs, including scope, pricing, and renewals
• Grow recurring revenue base with additional business, clients
• Oversee day-to-day service operations, including service requests, troubleshooting intake, prioritization, scheduling, ticketing, escalations, and resolution
• Manage technicians including scheduling, field activities, monitoring performance and ensuring adherence to service standards.
• Partner with leadership for technician development, training and accountability
• Serve as the primary point of contact for service clients throughout the lifecycle of each request, communicating clearly regarding scope, timelines, system issues, and resolution status.
• Maintain strong client relationships and conduct service follow-ups as needed to ensure client satisfaction and issue resolution
• Partner with sales and design teams to integrate service agreements into new projects
• Track service performance metrics by monitoring service response times, job progress, and technician utilization to ensure efficiency and accountability
• Maintain accurate service records, work orders, invoices, summaries, and documentation within service management systems
• Identify and implement process improvements, driving continuous improvement
• Promote a culture of accountability, responsiveness, and operational excellence within the service department

Qualifications

• 5-10+ years of experience in commercial AV service, technical operations or service management
• Strong working knowledge of AV systems and troubleshooting processes (control, DSP, audio/video distribution, conferencing, networking)
• Proven experience managing service programs or maintenance agreements
• Demonstrated experience managing technicians, schedules, and service workflows
• Working knowledge of G-Suite, Microsoft Suite, including Excel, ticketing systems
• Strong sense of ownership and proven ability to coordinate across teams
• Clear, professional communication skills
• Multi-tasker and organized problem solver with the ability to prioritize in a fast-paced environment
• Fast learner to adapt to new systems and technologies quickly
• High School Diploma Required; Associate’s Degree in AV Technology, Operations Management or related field is a plus
• CTS, CTS-I, or CTS-D certification is preferred

Benefits:
Medical, Dental, Vision, and Life Insurance, PTO, Bonus Incentives