AV Helpdesk Manager

Role: AV Helpdesk Manager

Location: This role can be based remotely in Hong Kong or Singapore (candidates must have eligibility to work in these regions without sponsorship)

Salary: Negotiable (Dependent on experience), plus company benefits

Hours: 40 hours per week between 8.30am – 5.30 pm

Kinly is a leading integrator of audio-visual and unified communications solutions, and the largest in Europe, serving as a globally trusted technology advisor to leading organisations. For more than 25 years, we have been designing, developing, integrating and supporting complex audiovisual solutions and businesses rely on us to deliver consistently secure and flexible meeting experiences.

We now have a new opportunity for a Regional Support Services Manager / AV Helpdesk Manager to join our highly collaborative and talented global team to 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 APAC region.

The role ensures the highest quality of service for AV clients by managing helpdesk operations, client escalations, and service delivery in line with industry best practices, KPIs, and SLAs.

This position requires experience in the audio-visual (AV) industry, with a strong understanding of AV/UC technologies, video conferencing, and unified communications to drive operational excellence, manage escalations, and support continuous service improvements to meet the needs of corporate and public sector clients.

Key responsibilities:

• Oversee and optimise 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

Skills and experience:

• Solid experience managing an AV-specific helpdesk / support function

• Experience in delivering AV support services to large corporate customers is essential

• 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

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 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:

At Kinly, we are unified by a commitment to providing a working environment that is as inclusive, responsible and welcoming as possible for all our teams and prospective employees. We provide equal employment where all applicants are encouraged to apply, regardless of sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other protected characteristics. We want you to bring your true self to work and provide you with a workplace where you can thrive. We welcome your application and look forward to seeing you at Kinly soon.