When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.^TM

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Position Overview:

The Field Services Manager is responsible for managing daily operations of the Onsite and Remote Desktop Support Team, representing the team to other stakeholders, and helping ensure that the team support will encourage growth and development. The Field Services Manager must have a solid technical background combined with customer service expertise and a problem-solving attitude.

What you’ll do as the Field Services Manager:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Overview:

Oversee all requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization. Assist in determining root cause of issues and communicate appropriately to internal and external customers and team members.
Supervise a team of onsite and remote desktop support technicians responsible for both user assistance and the upkeep of essential equipment crucial for service delivery. In this capacity, you will guide and orchestrate the various functions performed by the desktop support team, ensuring seamless support services and proactive responsiveness to the company’s support requirements.
Provide data and reporting of SLAs, KPIs and trends on a weekly, monthly, and quarterly basis. Will oversee metrics to develop strategies for continuous improvement.
Review daily service level agreements to set team expectations and measure performance.
Manage, develop, and assist team members to ensure they are meeting expectations.
We seek a candidate that is a highly organized individual passionate about delivering flawless experiences for end users and can lead and motivate the team.
We seek a candidate with excellent communication skills, collaborative skills, and a strong ability to shift priorities.

Management

Perform staff scheduling to ensure there is desktop support covering during normal business hours and on-call support as required
Provide staff support for administrative tasks and projects that require desktop involvement such as internal team moves, cutovers, cross-training, and a variety of onboarding tasks
Manages back-office operations related to but not limited to hardware request submissions, tracking, imaging, and refreshing hardware
Ensure the desktop support technicians are responding to end user requests/incidents related to software/hardware, configuring new workstations, moving computer equipment, making changes upon request, and maintaining inventory.
Ensures that daily, weekly, and monthly metric and status reports are completed and continually modified to meet the needs of the department
Ensure policies, processes and procedures are documented and in place for desktop support team to reference
Escalation point for the desktop support team
Mentor and assist members of the desktop support team
Ensure team’s requests and incidents response/resolution times are within the SLA
Manage projects specific to the desktop support team (PC Moves, PC Installs, etc.)

Customer Service

Responsible for ensuring users are provided efficient and timely desktop support services
Excellent customer service skills
Excellent writing and verbal communication skills, including the ability to communicate and present complex issues and analysis in an effective manner
Excellent organization and time management skills
Review customer satisfaction feedback to implement improvements

What you will bring to the team:

5 years of experience managing a team of support technicians
Candidate must possess excellent customer service, communication, and leadership skills
Ability to multitask and prioritize effectively in a fast-paced environment
Background in desktop software and hardware support
Experience delivering on customer projects
Excellent customer service and communication skills
Experience with ITSM ticketing systems (BMC Remedy, ServiceNow, etc.)
Valid driver’s license

Nice To Have

Experience with managing support team in a large corporate environment
Experience with supporting environments with 5,000+ end users
Experience with assisting end users with mobile device issues
Current technical certifications such as A+ and OEM certifications

Zones offers a comprehensive Benefits package

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

At Zones, work is more than a job –with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

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