Full-Time Regional Support Services Manager
Kinly is hiring a remote Full-Time Regional Support Services Manager. The career level for this job opening is Manager and is accepting Singapore based applicants remotely. Read complete job description before applying.
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Role: Regional Support Services Manager
Location: Singapore
Salary: Competitive
ROLE SUMMARYThe Regional Support Services Manager (RSSM) is 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. The RSSM will drive operational excellence, manage escalations, and support continuous service improvements to meet the needs of corporate and public sector clients.
Role and Responsibilities
- Oversee and optimize 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.
Team Management and Development
- 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.
Required Skills & Experience
- 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.
- Proficiency in MS Office and service management tools.
- Experience in delivering AV support services to large corporate customers is essential.
About Kinly
Kinly is the globally trusted AV and UCC technology advisor to world-class organisations. We design, engineer and support audio visual and collaboration technology solutions that add real business value and deliver exceptional user experiences, every time.