Job Description

Job Description

Job Description

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.

York Telecom provides state-of-the-art audio-visual collaboration solutions to major government and commercial clients. Offering turn-key managed solutions, York Telecom has a proven track record of success in delivering technology and services such as video conferencing, campus video distribution, distance learning applications, television broadcast facilities, broadcast automation, online interactive multimedia video, network infrastructure, video call management, 24 x 7 maintenance and help desk support.

Yorktel is seeking a Manager of Service Implementation who will lead the team responsible for onboarding customer systems onto Yorktel’s Managed Services platform. This role ensures a smooth transition from deployment to steady-state support by validating, configuring, and integrating systems into monitoring and support workflows. The Manager oversees team performance, standardizes procedures, tracks throughput, and serves as a liaison between Delivery, QA, and Support to maintain high service quality and client satisfaction.

Roles & Responsibilities:

• Manage and mentor the Service Implementation team, assigning workload based on skillset, availability, and urgency.
• Track onboarding throughput across clients and systems, providing visibility into backlog and performance.
• Ensure consistent execution of standardized onboarding processes, including documentation, validation checklists, and handoffs.
• Coordinate cross-functionally with Project Management, Technical Delivery, QA, and Support to align timelines and inputs.
• Act as the point of escalation for onboarding delays or issues; participate in root cause analysis and resolution planning.
• Maintain and evolve SOPs, system templates, and performance dashboards to improve onboarding efficiency and accuracy.
• Ensure accurate registration and configuration of systems in Yorktel’s monitoring platforms (e.g., Utelogy, Cisco Control Hub, Crestron XiO).
• Oversee proactive alerting setup, AI-driven trend analysis, and integration with support workflows (e.g., automated ticketing).
• Maintain data normalization and device visibility across platforms, track firmware, support status, and lifecycle data.
• Contribute to the knowledge base and training documentation to support ongoing improvement and cross-functional readiness.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Leadership & Supervisory Responsibilities:

• Lead and coach team members across platforms and customer environments.
• Promote a culture of accountability, documentation accuracy, and continuous process improvement.
• Develop onboarding KPIs and collaborate with peers to align goals and share insights.
• Assign onboarding workload based on skillset, availability, and project urgency
• Ensure Service Implementation Managers are cross-trained across platforms, tools, and system types
• Maintain a strong working relationship with internal stakeholders (Project Engineering, PMO, Field, QA, and Support)
• Ensure onboarding output is consistent, high-quality, and delivered on schedule

Required Skills & Abilities:

• Proven experience managing technical onboarding or implementation teams.
• In-depth understanding of AV/VC technologies and monitoring platforms (e.g., Microsoft Teams Rooms, Zoom Rooms, Poly, Crestron, etc).
• Strong cross-functional coordination, documentation, and communication skills.
• Analytical mindset with experience using performance data to identify trends and drive improvement.
• Familiarity with onboarding workflows, asset management, and monitoring integrations.
• Experience in enterprise or managed services environments preferred.
• Bachelor’s degree in a technical field or equivalent experience; 5+ years in AV/VC systems or related area.
• Certifications in AVIXA, Cisco, or ITSM frameworks are a plus; knowledge of REST APIs and integration tools is desirable.

Education & Experience:

• Bachelor’s degree in a technical field or equivalent experience
• 5+ years of experience in AV/VC systems, onboarding, managed services, or a related area
• 1–2 years of experience in a team leadership or supervisory capacity preferred
• Experience working in enterprise environments or with managed service providers.
• Background in ITIL processes, particularly incident and asset management.
• Knowledge of REST APIs and integration methodologies.
• Certifications in AVIXA, Cisco, or ITSM frameworks are a plus.

Additional Requirements:

• Ability to work a flexible schedule, including extended durations of night / second shift work.
• May require occasional lifting (up to 50 lbs)
• Requires extensive sitting, standing, and walking
• Domestic travel that requires multi-night stays within and at times outside the local work area
• Valid passport; International travel possible
• Valid U.S. driver’s license
• Must be willing to complete background checks and drug tests as required by current or future contracts
• Must be willing to apply for security clearances, suitability, and other related clearances to be able to work at certain customer locations.

Join 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.

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