Director of Technical Services
Reports to: President Direct Reports: 1) Senior Regional Service Manager, (1) AV Technical Support Specialist, (1) IT/AV Technical Support SpecialistLocation: Plymouth, MN
Role Summary
The Director of Technical Services is the senior technical and operational leader responsible for ensuring AVSi delivers fast, consistent, and high‑quality support across all AV, IT‑adjacent, and DirecTV service environments. Both internal and External. This role oversees the entire Technical Services team supporting our customers and internal systems.
This is a working‑manager role: actively engaged in daily technical escalations, troubleshooting guidance, workflow design, scheduling oversight, and resource allocation — while owning the systems, processes, and standards that power AVSi’s national technical service engine.
The role requires close collaboration with the CTO, Engineering, Project Management, Purchasing, and Field Teams, ensuring technical alignment and operational consistency across AVSi’s service organization.
Core ResponsibilitiesLevel 2 Technical Support Leadership
· Level 2 Support Oversight — Lead and develop the Level 2 Technical Support team responsible for advanced troubleshooting, remote diagnostics, system triage, and technical escalation resolution. This includes internal system and device support.
· Technical Escalation Ownership — Serve as the senior technical escalation point for complex AV, IT‑adjacent, and DirecTV issues.
· Troubleshooting Standards — Build, maintain, oversee diagnostic workflows, knowledge bases, and technical SOPs used across Level 1, Level 2, RSMs, and subcontractors.
· Cross‑Team Enablement — Ensure Level 2 provides structured guidance to internal technicians, subcontractors, and RSMs.
Level 1 Support & DirecTV Oversight
· Level 1 Support Coverage — Provide first‑line support coverage as needed, ensuring rapid triage and clear documentation.
· DirecTV Service Management — Coordinate DirecTV technicians and subcontractors, ensuring consistent troubleshooting and adherence to AVSi standards.
Technical Operations Leadership
· Hands‑On Involvement — Participate directly in ticket triage, scheduling, customer communication, and technical resource coordination.
· National Technical Service Leadership — Drive SLA compliance, response time performance, and consistent technical experience across all markets.
· Direct Team Management — Manage and develop RSMs, Service Administrator, and Level 2 team; provide coaching, structure, and accountability.
Workflow, Systems & Process Ownership
· Workflow & Process Design — Build, document, and maintain technical service workflows, SOPs, and best practices.
· Ticketing & Systems Oversight — Ensure accurate data, system adoption, and workflow consistency across service platforms.
· Resource Coordination — Oversee scheduling, dispatching, and resource allocation across internal techs and subcontractors.
Subcontractor Network Management
· Vendor Vetting & Onboarding — Lead technical onboarding, compliance checks, and performance monitoring.
· Technical Standards Enforcement — Ensure subcontractors follow AVSi’s diagnostic, documentation, and communication standards.
Performance Metrics & Reporting
· Track KPIs including SLA compliance, response times, Level 2 resolution rates, repeat visits, subcontractor performance, and customer satisfaction.
Training & Technical Enablement
· Develop technical training materials, onboarding guides, and operational playbooks for Level 2, RSMs, internal techs, and subcontractors.
Cross‑Functional Collaboration
· Work closely with Engineering, Purchasing, Project Management, and Accounting through influence without authority, ensuring technical alignment and smooth service delivery.
National Program Support
· Support large hospitality chains and national accounts with consistent technical service delivery, reporting, and communication standards.
On‑Call Rotation
Participates in AVSi’s scheduled on‑call rotation. Frequency varies by staffing levels and is typically once every 3 weeks for this role. On‑call includes Level 1 triage, Level 2 escalation management, and DirecTV support oversight.
Key Competencies
· Operational Excellence — Ability to design and scale technical service workflows across distributed teams.
· Technical Leadership — Deep understanding of AV systems, IT‑adjacent environments, hospitality technology, and field service operations.
· People Leadership — Skilled at developing Level 2 technicians, RSMs, and support staff.
· Influence Without Authority — Guide cross‑functional teams and subcontractors through standards and systems.
· Data‑Driven Decision Making — Use metrics to drive technical improvements.
· Customer Experience Leadership — Ensure every technical interaction reflects AVSi’s standards.
· Crisis & Escalation Management — Calm, structured approach to resolving high‑impact technical issues.
Required Experience
· 7–10+ years in technical service operations, field service management, or technical support leadership.
· Experience managing Level 2 or advanced technical support teams.
· Background in workflow design, scheduling systems, and service ticketing platforms.
· Proven ability to lead direct reports and influence cross‑functional teams.
· Experience with national or multi‑state service delivery models.
Preferred Experience
· AV, IT, low‑voltage, or hospitality technology background.
· Experience building technical SOPs, training programs, or operational playbooks.
· Familiarity with subcontractor onboarding, compliance, and performance management.
· Experience supporting national accounts or large hospitality brands.
Why This Role Matters
The Director of Technical Services ensures every AVSi customer receives fast, reliable, and technically accurate support — regardless of location or complexity. This role is the backbone of AVSi’s technical service promise, driving consistency, efficiency, and excellence across thousands of service interactions.
Core Values
· Teamwork
· Integrity
· People First
· Pride in Craftsmanship
· Support that Delivers
Ideal Candidate
- 10+ years of progressive leadership experience in IT Services, Technical Support, Managed Services, Field Service, or Technical Operations.
- Proven experience leading a technical service organization, including Service Desk, Level 2/Level 3 Support, Field Services, or Managed Services teams.
- Strong technical background in IT infrastructure, networking, servers, cloud technologies, Microsoft environments, or enterprise technology.
- Experience managing customer-facing technical support organizations with responsibility for service delivery, SLAs, customer satisfaction, and operational performance.
- Demonstrated success building and improving service processes, workflows, standard operating procedures (SOPs), and knowledge management.
- Experience leading geographically dispersed technical teams and coordinating field technicians and third-party service providers.
- Strong understanding of IT Service Management (ITSM) principles and service platforms.
- Experience developing KPIs, dashboards, and operational metrics to improve team performance and customer experience.
- Proven ability to coach, mentor, and develop technical managers, engineers, and support personnel.
- Strong project management and organizational skills with the ability to prioritize multiple initiatives in a fast-paced environment.
- Excellent communication and executive-level customer relationship skills.
- Experience collaborating cross-functionally with Engineering, Sales, Project Management, Operations, and Executive Leadership.
- Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or equivalent experience.
Pay: $85,000.00 - $115,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Health savings account
- Retirement plan
Work Location: In person
