AV Service Manager

Akkodis is seeking a Manager of Audio Visual Service for an FTE role with a Minneapolis-St. Paul based company. The person who will be successful in this role must demonstrate a minimum of 3 years in a management position ideally where they've built a team from the ground up - does not have to come from AV industry, adjacent IT background will work.

Important Requirements Before Applying:
This role requires local availability to Minneapolis/St. Paul, MN

Candidates must be authorized to work in the U.S. without current or future sponsorship.

This position is only available on a W2 basis; C2C, third-party vendors, and 1099 arrangements are not eligible.

POSITION OVERVIEW: The Manager, AV Service leads the day-to-day operations and growth of our service department, ensuring responsive, great client support through scalable processes, stronger team capability, and improved service performance. This role owns service workflow execution, team development, customer experience delivery, and cross-functional coordination to drive long-term department growth and reinforce client trust.

ACCOUNTABILITIES: Service Operations & Workflow ManagementTeam Leadership & DevelopmentCustomer Experience & Service QualityPerformance Metrics & ReportingCapacity Planning & Resource DeploymentCross-Functional Coordination & Continuous Improvement

WHAT YOU'LL BE DOING

Develop, lead, manage, and hold accountable the AV service team and support subcontractors to deliver consistent service outcomes.Own the service workflow, including intake, triage, dispatch, prioritization, escalation, and ticket closure standards.Manage Service Level Agreements (SLAs) and service response expectations to ensure customer commitments are met.Provide technical guidance, mentorship, and training to team members while reinforcing best practices and documentation quality.Hold the team accountable to delivering great customer service standards, including timely communication, professionalism, and follow-through.Own customer satisfaction measurement (CSAT), including reporting, trend analysis, and improvement actions.Lead hiring, onboarding, and ongoing development of service technicians and support roles to build department capacity.Manage subcontractor relationships and deployment strategy to expand service capacity, improve response coverage, and maintain quality standards during department growth.Provide performance reporting to customers and internal leadership, including service trends, risks, and improvement opportunities.Prepare and deliver quarterly performance reports as required.Own department KPIs and reporting, including response time, resolution time, backlog, utilization, and repeat issue trends.Drive root cause analysis (RCA) and repeat-issue reduction efforts through process improvements, training, and cross-functional follow-through.Manage service profitability drivers, including labor utilization, warranty vs. billable discipline, and service documentation quality to support accurate invoicing.Help develop and grow preventative maintenance offerings, recurring service programs, and performance metrics that support long-term department growth.

WHAT YOU SHOULD HAVE

Associate or bachelor’s degree in business, operations, IT, electronics, construction management, or a related field (or equivalent experience) preferred.5+ years of experience leading customer service, field service, or technical service teams/departments.Experience with PSA/ticketing, dispatch, and service documentation platforms (e.g., ConnectWise or equivalent) required.Experience building and owning service workflows in a ticketed environment (intake, dispatch, escalation, and closure).Experience using service KPIs and reporting to improve team performance, customer outcomes, and operational consistency.Strong leadership, coaching, and team management abilities with experience developing technicians at different skill levels.Experience managing subcontractor or vendor service partners, including deployment coordination, scope alignment, and quality oversight.Experience with root cause analysis (RCA), process improvement, and reducing repeat service issues.Ability to balance customer service expectations with operational efficiency and service profitability considerations.Knowledge of the design, installation, and maintenance of audio, video, control, and network systems.High proficiency in reading schematics and utilizing diagnostics to identify issues and support solutions.Training in service leadership, customer escalation management, or operational performance improvement.Excellent verbal and written communication skills; valid driver’s license and insurable driving record required.Physical Requirements: While performing the duties of this Job, the employee is regularly required to sit; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop. The employee may occasionally lift and /or move up to 50 pounds. This position may require travel between offices, jobsites, and/or client locations, which may involve extended periods of sitting or standing, lifting light luggage, and adapting to different time zones.

WHAT WE BRING TO THE TABLE:

A State-of-the-Art Facility with incredible technology throughout and a multitude of workspaces at your disposal

Use the EOS (Entrepreneurial Operating System) methodology to provide tools to help individuals and teams achieve goals, growth, and improvement.

Quarterly All Company Meetings

Community Service opportunities

Company social hours

Ability to use your talents and strengths to make a positive impact

COMPENSATION AND BENEFITS:

The hiring compensation range for this position is a base salary of $100,000 - $115,000+ and eligible for annual bonus. Actual compensation will be determined based on various factors, including, but not limited to, the candidate's experience, skills, qualifications, and location, as well as internal equity and market considerations.
Benefits available in this position include:Medical, Dental, and Vision insuranceCompany paid Short Term and Long Term Disability insuranceCritical Illness and Accident InsuranceHSA, DCA and FSA options availablePaid time off and holidaysPaid Parental Leave401k Match (50% of every 1% up to 4%)

DISCLOSURES:

Notice: The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their manager.

Notice: This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.

If you are interested in this role, then please click APPLY NOW. For other opportunities available at Akkodis, or any questions, feel free to contact me at mia.harpster@akkodisgroup.comEqual Opportunity Employer/Veterans/Disabled.
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy.The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:· The California Fair Chance Act· Los Angeles City Fair Chance Ordinance· Los Angeles County Fair Chance Ordinance for Employers· San Francisco Fair Chance Ordinance

Pay Details: $100,000.00 to $120,000.00 per year

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.akkodis.com/en/us/candidate-privacy-policy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.