Service Operations Manager

AV Helpdesk / Service Operations Manager

Location: Noida
Experience: 2 – 6 Years
Work Type: Full-time | Onsite

About the Role

We are looking for an AV Helpdesk / Service Operations Manager to lead end-to-end audiovisual service support across multiple locations. The role requires strong coordination, service delivery ownership, and the ability to manage field teams and OEM engagements while ensuring a seamless experience for enterprise customers.

Key Responsibilities

• Manage AV helpdesk operations: ticket logging, assignment, tracking & closure
• Supervise & coordinate 10–15 field engineers across Delhi NCR and other major cities
• Ensure timely resolution of service requests; travel may be required
• Escalate complex issues to senior engineers / OEMs / vendors
• Collect customer feedback post-ticket closure & implement service improvements
• Maintain AV knowledge base, troubleshooting SOPs & documentation
• Coordinate with OEMs such as

LG, Samsung, Sony, NEC, Extron, Crestron, Kramer, Harman, BiAMP, Shure, Bose, Cisco, Poly, Logitech for RMA & service needs

• Prepare service reports, dashboards & project completion reports
• Track customer installed base, AMC & warranty status
• Plan & track tools, spares & materials for service and project execution

Key Skills & Requirements

• 2–6 years in AV support, technical helpdesk, or service operations
• Strong understanding of enterprise AV systems
• Experience managing field service teams & multi-location operations
• Proficiency in Excel tracking, reporting & dashboarding
• Excellent customer handling & communication skills

Preferred Experience

• Working with enterprise clients / managed services
• Exposure to OEM coordination & RMA management

Job Type: Full-time

Work Location: In person