Weekend Global Service Supervisor

Responsibilities

Position Summary

The Weekend Global Service Supervisor is responsible for ensuring the team follows established best practices while delivering a consistent and high-quality customer experience throughout weekend operations. The Supervisor provides leadership and oversight for the day-to-day, end-to-end operation of the Global Service Desk during assigned weekend hours.

 

The Supervisor provides operational leadership across case intake, incident management, remote troubleshooting, escalations, dispatch coordination, quoting, billing readiness, backlog management, and customer communication. The role serves as the primary weekend escalation point, owns the Major Incident Management process when activated, and ensures critical issues, open actions, and operational risks are clearly documented and transitioned to weekday leadership through a structured handover.

 

This position is responsible for employee engagement, coaching, performance management, workload distribution, and service-level performance. The Supervisor also assists management with process development, documentation, training, customer escalations, and the continued growth of the Global Service Desk.

 

The successful candidate will have a strong understanding of Help Desk operations and experience supporting integrated audiovisual, video conferencing, and unified communications environments. The role requires familiarity with ServiceNow or a comparable IT service management platform, basic cloud administration capabilities, and the ability to coordinate effectively with technical support, field service, dispatch, billing, and customer-facing teams.

Essential Duties and Responsibilities

• Supervise a team of Technical Support Representatives and Engineers during assigned weekend hours.
• Manage attendance, scheduling, workload distribution, and shift coverage to maintain seamless service.
• Oversee daily Service Desk operations, including case intake, assignment, prioritization, follow-up, escalation, and resolution.
• Maintain a working knowledge of Help Desk processes, including case management, dispatch, parts coordination, quoting, purchase order requirements, billing readiness, and case closure.
• Ensure cases contain clear technical findings, customer communications, troubleshooting performed, ownership, and documented next steps.
• Monitor unassigned cases, aging cases, cases requiring attention, contractual SLA risks, and customer escalations.
• Ensure appropriate action is taken on urgent incidents, monitoring-generated cases, service interruptions, and high-priority customer issues.
• Serve as the primary weekend escalation point for customers, employees, field resources, and internal support teams.
• Own and coordinate the Major Incident Management process during assigned weekend hours, serving as the primary operational lead and customer liaison through stabilization and resolution.
• Coordinate technical resources, internal stakeholders, customer contacts, vendors, and leadership during major incidents, ensuring timely communication, escalation, documentation, and clearly assigned actions.
• Maintain active oversight of major incidents, including customer impact, restoration activity, communications, decisions, action owners, and agreed next steps.
• Lead or support post-incident reviews and ensure lessons learned, corrective actions, and required follow-up activities are documented and transitioned to the appropriate teams.
• Coordinate escalations with Technical Support Engineering, UCC Engineering, Field Service, Dispatch, Monitoring, and other support groups as required.
• Maintain active involvement in critical or escalated cases and directly manage cases when operationally necessary.
• Own and maintain the weekend handover document, ensuring critical incidents, unresolved escalations, customer risks, staffing concerns, completed actions, and required follow-up are clearly documented for weekday leadership.
• Ensure weekend activities, unresolved escalations, customer risks, staffing concerns, and follow-up actions are clearly communicated and transitioned to weekday leadership.
• Support Monday readiness by reviewing the weekend backlog, outstanding escalations, unassigned work, SLA risks, and cases without clear next steps.
• Understand and reinforce applicable customer contracts, Master Service Agreements, entitlements, service levels, and account-specific support procedures.
• Ensure employees follow established processes for dispatch requests, quotes, approvals, purchase orders, billing information, and work completion documentation.
• Review case and work order documentation for accuracy and completeness to support proper billing and prevent avoidable delays.
• Use available customer cloud management platforms and administrative portals to support triage and remote troubleshooting when applicable.
• Maintain basic familiarity with platforms such as Microsoft Teams Rooms, Zoom, Cisco Control Hub, Logitech Sync, Poly Lens, Crestron XiO Cloud, Q-SYS Reflect, Symphony, and other supported customer environments.
• Ensure customer credentials and administrative access are handled in accordance with company security policies.
• Coach employees on the effective use of ServiceNow, Symphony, knowledge resources, cloud platforms, and other approved support tools.
• Act as a technical and administrative trainer, mentor, and coach.
• Conduct regular one-on-one meetings and provide meaningful performance feedback to direct reports.
• Identify performance gaps and assist management with employee development plans and corrective actions.
• Establish individual and team goals aligned with departmental KPIs and service expectations.
• Monitor and analyze service performance, including SLA compliance, response times, case aging, documentation quality, remote resolution, customer satisfaction, and backlog health.
• Work with Global Service Desk leadership to help define appropriate measures of success for weekend operations and continuously evaluate what effective performance should look like for the role and team.
• Provide recognition for strong performance and address underperformance or undesirable behavior promptly and professionally.
• Promote collaboration, accountability, employee engagement, and positive team morale.
• Maintain clear, timely, and professional communication with employees, customers, leadership, and supporting departments.
• Assist with the creation, development, review, and maintenance of Standard Operating Procedures, training materials, work guides, and Knowledge Articles.
• Ensure documentation and operating procedures are maintained in accordance with customer and company requirements.
• Assist with root cause analysis documentation related to performance issues, recurring incidents, major incidents, or SLA violations and help implement preventative actions.
• Establish productive and professional relationships with key contacts supporting strategic customer accounts.
• Participate in internal and external projects, interviews, hiring decisions, and operational improvement initiatives.
• Set high performance standards and model a positive, accountable, and customer-focused work ethic.

Other duties may be assigned as needed.

Skills and Abilities

• Strong understanding of Help Desk or Service Desk operations, including case ownership, escalation management, dispatch coordination, quoting, billing readiness, and SLA management.
• Experience with ServiceNow or a comparable IT service management platform.
• Basic cloud administration and remote device-management experience within audiovisual, video conferencing, or unified communications environments.
• Working knowledge of Major Incident Management processes, including operational coordination, stakeholder communication, customer liaison, escalation, documentation, and post-incident follow-up.
• Ability to serve as the operational lead during a major incident and coordinate effectively with customers, technical resources, vendors, supporting departments, and leadership.
• Ability to prepare and maintain a clear, structured operational handover for weekday leadership and supporting teams.
• Ability to evaluate case documentation, identify missing information, and establish clear ownership and next steps.
• Ability to lead weekend operations independently and make sound decisions when senior leadership or specialized resources may have limited availability.
• Strong incident-management, customer-escalation, and structured problem-solving skills.
• Ability to prioritize multiple issues based on customer impact, urgency, contractual commitments, and available resources.
• Ability to coach employees, provide balanced feedback, manage conflict, and maintain constructive working relationships.
• Strong organizational and time-management skills with excellent attention to detail.
• Clear and professional written and verbal communication skills.
• Demonstrated commitment to customer service and ownership of the end-to-end customer experience.
• Ability to work effectively with employees, customers, field technicians, vendors, and colleagues at all levels of the organization.
• Ability to handle sensitive and confidential information appropriately.
• Proficiency with Microsoft Word, Excel, Outlook, and related business applications.

Education and Experience

• Secondary school qualification or equivalent required, such as a US high school diploma, UK GCSEs, or a comparable qualification.
• Bachelor’s degree, UK undergraduate degree, or equivalent qualification in Computer Science, Business, Information Technology, or a related field preferred. Equivalent professional experience may also be considered.
• Minimum three years of professional experience in the audiovisual, video conferencing, unified communications, IT support, or technical service industry.
• At least one year of supervisory, team-lead, or comparable leadership experience in a technical customer-service environment preferred.
• Experience with ServiceNow case management, service dispatch, quoting, billing workflows, or cloud-based device administration preferred.
• Experience coordinating major incidents, customer communications, operational escalations, and structured shift handovers in a global service environment preferred.
• Relevant manufacturer training, apprenticeships, vocational qualifications, or industry certifications preferred.

Direct Reports

This position may have approximately 8 to 10 direct reports.

Work Hours

This position is assigned to weekend operations and requires consistent availability during the established weekend schedule. Additional availability may occasionally be required for training, meetings, operational transitions, emergency coverage, or business needs.

AVI-SPL reserves the right to modify work hours or work location as business needs require.

 

Pay Type

Min Base

Max Base

Salary

$50k

$65k