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Summit Integrated Systems · 20 hours ago

Service / Support Lead

Summit Headquarters

Full-time

Onsite

Mid, Senior Level

$70K/yr - $90K/yr

5+ years exp

Summit Integrated Systems is a Colorado-based Audio Video Lighting integrator with over 20 years of experience in the House of Worship industry. They are seeking a Service/Support Lead responsible for the success of customer support and service operations, ensuring reliable support for installed systems and overseeing service delivery.

AudioAudio/Visual EquipmentLightingVideo

Responsibilities

Owns the day-to-day outcomes of post-install Support, serving as the primary escalation point for complex technical issues and leading structured escalation processes. Maintains accountability for troubleshooting, cross-functional and manufacturer coordination, follow-through, and final resolution quality

Upholds elite customer experience standards throughout the support lifecycle, ensuring responsiveness, professionalism, clarity of communication, and confidence in Summit’s ability to resolve issues effectively

Exercises sound judgment to distinguish Support from Services, enforces scope boundaries with a customer-first approach, validates Summit-installed systems, and commits to approved service timelines and SLAs. Manages customer expectations and prioritized service requests to balance responsiveness, fairness, and contractual obligations

Owns Summit’s internal IT systems, including hardware, software, and network devices (LAN, WiFi, conference rooms, and staff devices). Ensures systems function properly and promotes adherence to cybersecurity policies and best practices, escalating company-wide concerns as needed

Provides and oversees internal IT support for Summit staff, tracks IT assets, and manages software subscriptions as necessary. Partners with vendors and internal teams to maintain, upgrade, and optimize IT systems

Serves as the system owner for the helpdesk and support tooling, defining workflows, standards, and usage expectations

Plans schedules, on-call rotations, and workload distribution to ensure adequate coverage and sustainable operations. Sets and enforces standards to technical quality, documentation, and customer interaction

Defines, tracks, and reviews key performance indicators for Support and Services, including customer satisfaction, SLA adherence, service revenue, and operational efficiency. Uses metrics to drive accountability and continuous improvement

Collaborates with Account Managers to support customer relationships, including service sales, delivery, and renewals

Coordinates with Install, Assembly, Engineering, and Solution Architect teams to ensure effective service delivery, resolution of complex issues, and alignment with operational objectives

Qualification

AVL TechnologyTechnical SupportSystem IntegrationOSHA 10 CertificationProblem SolvingEmpathyCommunication SkillsOrganizational Skills

Required

Bachelor's degree in a relevant field such as AVL Technology, Information Technology or related field. Equivalent work experience may be considered in place of formal education requirements

OSHA 10 Certification

Maintains driver's license in good standing with DMV and the ability to be insured under Summit's insurance policy

5+ years of experience in an AVL technical role, ideally within the House of Worship AVL industry

Experience in system implementation & operation

Technical Experience with industry-standard tools for designing and configuring AVL systems

On-Site Experience with installation or commissioning of projects

Ability to function in a high-paced and, at times, high-stress environment

Excellent verbal and written communication skills

Displays empathy, intuition, and good judgment

Dependable and organized, able to work independently while maintaining focus and attention to detail

Strong ability to problem solve

Able to read, write, spell and communicate effectively in English, ensuring clear and concise documentation and communication

Advance math skills

Basic reporting skills

Dependable and organized, able to work independently while maintaining focus and attention to detail

Strong ability to problem solve multitask numerous activities/projects and handle unexpected situations with calm and good judgment

Preferred

Certifications or courses in AVL technology, audio/video equipment, network systems, and system integration

5+ years of experience in technical roles, with at least 5 years in a church staff or similar role, 2+ years in design

Experience with advanced AVL systems, including design, implementation, and troubleshooting

Expertise in both technical and business aspects of solutions, including balancing client needs with organizational goals (e.g., cost, timeline, scope)