Service Desk Manager

At AVI, we live and breathe technology. It’s just part of our DNA. We’re deeply passionate about designing and integrating the latest technology for our customers. We cross the entire spectrum of business, government, healthcare, education and entertainment, and we are currently seeking a Service Desk Manager to join our team.

The Service Desk Manager will lead and support our Central Service Desk operations, while playing a key role in delivering Tier 1 and Tier 2 support services. The Service Desk Manager is responsible for managing day-to-day support functions, ensuring operational excellence, and serves as the liaison between AVI’s branch operations teams, and our central service desk team. The ideal candidate brings a balance of technical knowledge, service management expertise, and leadership skills to support our Managed Services Team.

What You Will Be Doing:

• Lead and oversee day-to-day operations of the Central Service Desk, with a focus on Tier 1 and Tier 2 support services.
  
• Develop and implement standardized tracking and reporting metrics, using Key Performance Indicators (KPIs) to monitor team performance and service delivery.
  
• Collaborate with cross-functional teams to align service strategies, enhance service offerings, and ensure consistent customer value.
  
• Allocate resources effectively to meet customer support demands across multiple AVI branches.
  
• Serve as the communication bridge between the Central Service Desk and local branch teams.
  
• Create and maintain service documentation, presentations, correspondence, and procedure manuals.
  
• Provide data-driven insights and reports to leadership to support business decisions.
  
• Lead by example in delivering excellent customer service and maintaining a strong service culture within the team.

What You Bring to Assure Success:

• Proven experience in service desk or IT service management roles, ideally in a managed services or enterprise technology environment.
  
• Solid understanding of ITIL-based service management practices; ITIL certification is a plus.
  
• Familiarity with technical concepts in AV/VC technologies, Unified Communications, Digital Signage, IT infrastructure, network management, firewalls, and cybersecurity.
  
• Strong leadership and interpersonal skills, with the ability to mentor, motivate, and develop team members.
  
• Excellent verbal and written communication skills, with the ability to present effectively to clients, stakeholders, and internal teams.
  
• Adept at problem-solving, data analysis, and decision-making in a fast-paced environment.

Why Should You Apply?

Our customers consider us an active partner in their planning and strategy, as we are on the cutting edge of where the market is headed. We are able to attract and retain the best talent by leveraging our employee-owned (ESOP) environment as co-owners. If you want to participate in a company as a co-owner (AVI is 100% employee-owned!), join a team that lives and breathes by its values, and take on a new challenge in an ever-changing market, then apply now!

AVI offers the following benefits to our employee owners:

• Medical Insurance: Options for HDHP and Copay plans. 
  
• Dental and Vision Plans
  
• Employer Paid
  
• Short-Term Disability
  
• Voluntary Life Insurance and Long-Term Disability
  
• Employee Stock Ownership Plan (ESOP): 401(k) Match, Profit Sharing & Dividends
  
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
  
• Employer Paid Employee Assistance Program: Three face-to-face visits with a counselor plus additional financial, legal, and health resources.
  
• Tuition Reimbursement

AVI is an equal opportunity/affirmative action employer. Minorities/Females/Disabled/Veterans.

To receive consideration, an interested person must apply through the AVI Systems career site.