NSW Site Service Manager

At Pro AV Solutions, we’re continuing to grow our Managed Services offering and strengthen the way we support our customers throughout the technology lifecycle.

We’re looking for an experienced Site Service Manager to lead and support our team of Embedded On-site Technicians across NSW. This is a people-focused leadership role, responsible for ensuring our technicians feel supported, connected and equipped to deliver their best work across our customer sites.

About the role

Reporting to the Head of Managed Services, you’ll provide direct leadership to our Embedded On-site Technicians, acting as their key point of contact for day-to-day support, guidance and escalation.

You’ll work closely with Service Operations, Service Delivery and other Managed Services teams to ensure our technicians are well supported, appropriately resourced and connected to the broader Pro AV Solutions business.

What you’ll be responsible for

• Provide direct leadership to our Embedded On-site Technicians, including regular one-on-ones, performance check-ins and development conversations.
• Build a strong, connected team culture across technicians working across multiple customer sites.
• Lead the onboarding, induction, engagement and ongoing development of technicians.
• Coordinate technician coverage, including leave planning, backfilling and contingency support, and proactively identify and address workforce capacity or coverage risks.
• Maintain regular engagement with technicians and key customer site contacts to understand their needs, challenges and opportunities.
• Build effective customer relationships and provide valuable on-the-ground insight into customer environments, site dynamics and service delivery.
• Support the resolution of people and operational issues that may impact technician performance, engagement or customer outcomes.
• Identify capability and training needs and work with Managed Services leadership to address skill gaps.
• Work collaboratively with Service Operations, Service Delivery, Service Coordinators and the VNOC to support effective and consistent service delivery.
• Reinforce Pro AV Solutions’ safety, quality and operational standards across customer environments.

About you

You’ll be an approachable and supportive leader who genuinely enjoys working with people and helping technical teams succeed.

You’ll ideally bring:

• Experience leading or coordinating technical, field-based or service teams.
• Strong people leadership, coaching and engagement skills.
• Experience supporting teams working across multiple sites or customer environments.
• The ability to manage workforce coverage, leave planning and operational continuity.
• Strong communication and stakeholder management skills.
• A practical understanding of managed services or service delivery environments (desirable).
• A calm, pragmatic and solutions-focused approach.
• Strong organisational skills and a proactive mindset.
• The ability to build trust and strong relationships with technicians, customers and internal stakeholders.
• A strong sense of ownership and accountability.

Why this role?

This is an opportunity to play an important role in the continued growth of Pro AV Solutions’ Managed Services function. You’ll have the opportunity to make a genuine difference to the experience of our on-site technicians, helping them feel connected, supported and valued while contributing to the development of a high-performing team. You’ll also work alongside an experienced national Managed Services team and have the opportunity to influence how we support and develop our embedded workforce as the business continues to evolve.

About Pro AV Solutions

Pro AV Solutions is a leading Australian audio visual integration and workplace technology business, delivering technology solutions and ongoing support to customers across Australia.

Our Managed Services team is an important part of our future, focused on building long-term customer relationships and delivering consistent, proactive and outcomes-focused technology services.

If you’re a people-focused leader with experience supporting technical teams and you’re looking for a role where you can have a real impact, we’d love to hear from you.