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ZO
Field Services Manager
Zones, LLCUnited StatesRemotefull_timeVerifiedPosted 3 Mar 2025
About the role
About Zones 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 As a Field Services Manager, you will be responsible for leading a team of technicians that provide on-site, customer-facing hardware, software, and cabling technical support, to include break-fix, installation, configuration, and problem resolution in the following industry environments:
- Retail Point-of-Sales (POS) systems in general merchandise, grocery and big box stores
- Hospitality full-service and Fast-Food restaurants to include POS, Kitchen Display, Order and Menu Board equipment
- PC/network/infrastructure environments to include CAT5/6 and Fiber Optics cabling
- End User Compute Desktop Support
- 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 the root cause of issues and communicate appropriately to internal and external customers and team members.
- Supervise a team of customer-facing 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 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 written, verbal, and presentation communication skills, collaborative skills, and a strong ability to shift priorities.
- Leadership and Management
- Perform staff scheduling to ensure there is technician support coverage during normal business hours and on-call support as required
- Provide staff support for administrative tasks and projects that require technician 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 technicians are responding to end user requests/incidents related to software/hardware, configuring new equipment, moving computer equipment, making changes upon request, and maintaining inventory.
- Ensure that 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 pla
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