• Job Description

  Req#: oDTxvfwi?nl=1
  About Zones u00A0
  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. u00A0
  Position Overview u00A0
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  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:u00A0 u00A0
  • Retail Point-of-Sales (POS) systems in general merchandise, grocery and big box stores u00A0
  • Hospitality full-service and Fast-Food restaurants to include POS, Kitchen Display, Order and Menu Board equipment u00A0
  • PC/network/infrastructure environments to include CAT5/6 and Fiber Optics cabling u00A0
  • End User Compute Desktop Support u00A0
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  The Field Services Manager is responsible for leading the daily operations of on-site technician team, representing the team to other stakeholders, and helping ensure that the team support will encourage growth and development.u00A0 The Field Services Manager must have a solid technical background combined with customer service expertise and a problem-solving attitude.u00A0
  This includes:
  • Oversee all requests, incidents, and problems.u00A0 Manages and coordinates urgent and complicated support issues.u00A0 Act as escalation point for all requests and incidents.u00A0 Develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization.u00A0
  • Assist in determining the root cause of issues and communicate appropriately to internal and external customers and team members.u00A0
  • Supervise a team of customer-facing technicians responsible for both user assistance and the upkeep of essential equipment crucial for service delivery.u00A0 In this capacity, you will guide and orchestrate the various functions performed by the team, ensuring seamless support services and proactive responsiveness to the companyu2019s support requirements.
  • Provide data and reporting of SLAs, KPIs and trends on a weekly, monthly, and quarterly basis.u00A0 Will oversee metrics to develop strategies for continuous improvement.u00A0
  • 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.u00A0
  • We seek a candidate with excellent written, verbal, and presentation communication skills, collaborative skills, and a strong ability to shift priorities.u00A0
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  Key Responsibilities u00A0
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  • 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 place for your support team to reference
  • Serve as a 24x7 escalation point for the team
  • Mentor and assist members of the team to ensure they have the tools and training to provide 5-Star Service to Zones customers.
  • Ensure teamu2019s requests and incidents response/resolution times are within the SLA
  • Customer Service
  • Responsible for ensuring customers are provided with efficient and timely support services
  • Has excellent customer service skills, able to handle customer escalations and upset customer interactions.
  • 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
  • Dedicated work ethics
  • Positive attitude and treat team members and customer with impeccable respect
  • Review customer satisfaction feedback to implement improvements
  • Requirements
  • Associate degree in IT u2013 Bacheloru2019s degree preferred.
  • Minimum 5 years of IT direct tech management experience leading a team of customer-facing technicians (7+ years preferred)
  • Candidate must possess excellent customer service, communication, and leadership skills
  • Ability to multitask and prioritize effectively in a fast-paced environment
  • Background in software and hardware customer-facing support in Retail, Hospitality and Desktop Support.
  • Experience delivering on customer projects
  • Experience with ITSM ticketing systems (BMC Remedy, ServiceNow, etc.)
  • Valid driveru2019s license
  • Nice To Have
  • Experience with managing support team in a large corporate environment
  • Experience with supporting environments with 5,000+ end users
  • Current technical certifications such as A+, ITIL, and OEM certifications
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  Zones offers a comprehensive Benefits package
  
  While weu2019re committed to providing top-tier solutions, weu2019re 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 oru00A0on the basis ofu00A0disability.
  
  At Zones, work is more than a job u2013with 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 youu2019re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you! u00A0
  Zones participates in E-Verify. E-Verify is a system that compares information from an employeeu2019s Form I-9 to federal records to confirm their eligibility to work in the United States.
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  #LI-Remote
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• About the company

  Zones provides comprehensive IT solutions to customers across the country and around the world. And we do it extremely well. In fact, we've taken pride in becoming experts in all things tech for more than 30 years. But we don't do it alone. We collaborate with industry-leading partners who help us deliver customizable solutions and positive business outcomes to meet the needs of those we serve.

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