Service Manager

Are you a service operations leader who enjoys building teams, improving processes, and creating exceptional customer experiences? Akkodis is seeking an AV Service Manager for a Direct Hire opportunity with a growing organization in the Midwest. This is a highly visible leadership role responsible for owning and scaling a technical service department, driving operational excellence, and developing a high-performing team. Pay range ~105-118K as well as bonus component 8-14%. The rate may be negotiable based on experience, education, geographic location, and other factors. This is an exciting opportunity for a leader who wants to make a significant impact by shaping service operations, building scalable workflows, and supporting the growth of a rapidly evolving service organization. Key Responsibilities Service Operations Leadership Lead the day-to-day operations of the service department, ensuring efficient and responsive customer support. Own and optimize the complete service lifecycle, including intake, triage, dispatch, prioritization, escalation, and ticket closure. Manage service workflows, standard operating procedures, and SLA performance. Drive continuous improvement initiatives to improve efficiency, consistency, and customer satisfaction. Lead, coach, mentor, and develop service technicians, coordinators, and support resources. Establish accountability measures and performance expectations. Partner in recruiting, onboarding, and developing talent to support departmental growth. Manage and coordinate subcontractors and external service partners to expand service coverage and maintain quality standards. Customer Experience & Relationship Management Serve as a key customer-facing leader, ensuring outstanding service delivery and communication. Manage customer escalations and lead issue resolution efforts. Conduct customer business reviews and performance discussions. Monitor and improve customer satisfaction metrics and service quality standards. Performance Management & Reporting Own service department KPIs, including response times, resolution times, backlog management, utilization, repeat service issues, and customer satisfaction. Develop and present operational reports for leadership and customers. Perform root cause analysis (RCA) and implement corrective actions to reduce recurring issues. Support departmental budgeting, profitability goals, labor utilization, and service documentation standards. Capacity Planning & Growth Build scalable service processes that support anticipated department growth. Assist in expanding service capabilities and regional support coverage. Support the development of preventative maintenance programs and recurring service offerings. Qualifications Required 5+ years of experience leading customer service, field service, or technical service teams. Experience managing service operations within a ticketing and dispatch-driven environment. Experience with PSA, ticketing, dispatch, and documentation platforms such as ConnectWise or similar systems. Strong leadership experience with the ability to coach, mentor, and develop employees. Experience managing service metrics and using KPIs to drive performance improvements. Strong customer-facing communication and presentation skills. Experience conducting root cause analysis and implementing process improvements. Valid driver's license and ability to travel as needed. Preferred Associate's or Bachelor's degree in Business, Operations, IT, Electronics, Construction Management, or a related field. Experience within the AV, low-voltage, security, IT infrastructure, voice/data, or technical services industries. Knowledge of audio, video, control, and network systems. Industry certifications such as Q-SYS, Crestron, Dante, Shure, Biamp, Extron, or similar. Experience reading schematics and troubleshooting technical systems. What Makes This Opportunity Unique Opportunity to lead and scale a growing service organization. High visibility with executive leadership. Significant ownership over people, processes, customer experience, and performance. Collaborative culture focused on accountability, growth, and continuous improvement. Modern work environment with strong investment in technology and operational excellence. Bonus eligibility in addition to base salary. Equal Opportunity Employer/Veterans/Disabled 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 #J-18808-Ljbffr Akkodis