For over 35 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide - more than any other video communications service provider - Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications. Yorktel is currently seeking an On-Site Technical Services Manager who will be responsible for managing the Client OMS (On-Site Managed Services) team. This includes all management administration of on-site staffing resources and coordinating with Global Program Director & Operations Manager (EMEA) regarding OMS Team initiatives. OMS Team is responsible for in room and remote resolution support liaising with the Yorktel VNOC and management to ensure smooth delivery of the Managed Video Conferencing Service for a dedicated client. The position will need to be engaged with customer and act as a liaison between customer and entire Yorktel service delivery team. Also responsible for measuring customer satisfaction, identifying areas of service improvement, and delivering solutions.Roles & Responsibilities:This position reports directly to the Operations Manager and indirectly to Global Program Manager. This position will manage Client OMS (On-Site Managed Services) team and own on-site service deliverables and governance of team. This position has a heavy focus on internal coordination among Service/Account leadership as well as customer stakeholders. This position will also work with the On-Site AV Maintenance Lead & Meeting Assist Lead to coordinate higher level troubleshooting or meeting support as required.In addition, this position has a secondary need when other OMS resources are all allocated for standard tiers 1-3 troubleshooting of any non-functional AV equipment, assist in the set-up and support of high level multi room events, escalate any technical issues found in the rooms and conduct break fix accordingly, assist in the preventative maintenance checks, provide basic training of equipment to client personnel, service & RMA endpoints for maintenance issues and resolution. Communicate with OMS Team on current issues and trends in Customer ServiceNowCoordinate all Admin functions from Client Portal for OMS Team (LMS, ServiceNow Approvals, etc)Interact & Governance with Service Leadership & Client StakeholdersOwn & Update Knowledge Base Articles for ServiceOwn root-cause analysis of P1 or P2 technical issues to assist with the resolution of trouble tickets.Update and recommend processes and procedure changes as part of Service Leadership Team for Constant Service ImprovementSupervisory for OMS Team (Timesheet, expense, time off requests, etc)Other duties as assigned.Technical Job Responsibilities:Working knowledge of videoconferencing standardsAbility to troubleshooting of AV Conferencing systemsWorking experience with major videoconferencing equipment such as:Teams, WebEx, Zoom etcCodec’s Cisco, PolyMCU and control systems from Cisco, Poly, CrestronLeadership & Supervisory Responsibilities:This position has direct leadership and supervisory responsibilities, and it will entail a high level of interoperability with the Yorktel management, VNOC, and peers, at times giving direction to them to assist in and resolve issues.Skills & Abilities:Solid knowledge of Audio/Visual and Video Conference technologies, infrastructure, and bridge operations to effectively serve end users. Ability to resolve customer issues and will be expected to escalate any issues to leadership that may be potentially sensitive. High levels of professionalism and integrity.High ability to work with peers.Exceptional written, verbal and interpersonal skills.Strong business acumen and analytic competence.Excellent problem solving skills.Professional attitude and appearance at all times.Additional & Physical Requirements:Ability to lift and carry objects up to 50 lbs.Frequent sitting, standing, and walkingLimited weekend and/or night work may be requiredMust be able to pass suitability requirementsMust be willing to complete background checks and drug tests as required by current or future contractsDomestic travel requiring multi-night stays within and at times outside the local work areaValid U.S. driver’s licenseJoin us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.