Jobs and Careers

Field Services Manager

United StatesRemotefull_timeVerifiedPosted 23 Aug 2024

About the role

Company Overview: 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, wee