AV Dispatch Support Lead

Our Company:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

What You Will Do:

As the Support Lead for our AV Dispatch Team, you will play a pivotal role in managing the daily operations, performance, and growth of a remote team of AV support technicians. This hands-on leadership role requires a strong technical foundation in AV systems, proven team management experience, and a strategic mindset to scale and optimize support operations. You will combine people leadership, technical expertise, and operational management to ensure seamless service delivery and exceptional client satisfaction.

Key Responsibilities:

Team Leadership & Management

• Lead and manage a team of remote dispatch technicians, ensuring daily operations run smoothly.
• Monitor team performance, set clear goals, and provide regular feedback and coaching.
• Manage scheduling, workload distribution, and shift coverage to maintain service levels.

Escalation & Incident Management

• Serve as the primary point of escalation for complex or high-priority issues.
• Collaborate cross-functionally with other departments to resolve escalated cases efficiently.

Recruitment, Training & Development

• Partner with HR to recruit and onboard new technicians in line with regional demands.
• Design and deliver training programs focused on AV systems, troubleshooting, and customer service.
• Implement career development plans and provide coaching to enhance team skills and retention.

Operational Excellence

• Oversee the dispatch process, ensuring timely and accurate assignment of technicians to client sites.
• Monitor KPIs such as response time, resolution time, and customer satisfaction scores.
• Optimize workflows and implement best practices to improve efficiency and reduce downtime.
• Maintain accurate documentation of processes, incidents, and resolutions in the ticketing system.
• Collaborate closely with our Global Support Helpdesk.

Customer Experience & Relationship Management

• Act as a liaison between clients and technical teams to ensure clear communication and timely issue resolution.
• Proactively identify and address potential service delivery challenges.
• Uphold and promote a customer-first culture within the team.

Essential Criteria:

• Minimum 3 years in a leadership or supervisory role within a technical support or dispatch environment.
• Strong background in AV support operations, troubleshooting, and client-facing post-install support.
• Deep understanding of SLAs and support frameworks in a managed services or technical support environment.
• Technical knowledge of AV control systems (e.g., Crestron, Extron), DSPs, VC platforms (e.g., Zoom, MS Teams), and networked AV systems.
• Understanding of networking fundamentals as they relate to AV systems.
• Excellent communication, organizational, and problem-solving skills.
• Proven ability to manage remote teams effectively and foster a collaborative environment.

Desirable Criteria:

• Experience building and maintaining a dedicated AV training and testing lab.
• Ability to develop and implement structured training programs for onboarding, upskilling, and certification.
• Experience working with vendors and partners to obtain demo equipment and training materials.

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws. 

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor. 

Pay Range$85,000—$100,000 USD