Field Dispatch Queue Manager

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 Dispatch Queue Manager will oversee all field service requests, incidents, and problems while managing support operations and scheduling. This position ensures adherence to service-level agreements (SLAs) by coordinating with internal teams and subcontractors, developing ticket escalation processes, and performing quality assurance checks. This role also includes managing and training Field Technicians, maintaining documentation, and ensuring support efficiency.

What you’ll do as the Field Dispatch Queue Manager:

Employees employed in the role of Field Dispatch Queue Manager shall be required to apply their independent mind and demonstrate intellectual abilities in their decision-making.

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

• Oversee all requests, incidents, and problems.
• Manage and coordinate 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.
• Manage scheduling of Field Technicians to meet customer SLA requirements.
• Provide onboarding, training, and support for Field Technicians.
• Perform staff scheduling to ensure support coverage during all shift hours and on-call periods as required.

Perform quality assurance checks and team assessments to ensure:

• Performance of the complete scope of services as outlined in the SOW.
• Provide data and reporting of SLAs, KPIs and trends on a weekly, monthly, and quarterly basis.
• Oversee metrics to develop strategies for continuous improvement.
• Be available for all escalations and questions as a dedicated technical support resource.
• Route and manage subcontractor work orders.
• Work within proprietary systems to track, manage, and communicate work status.
• Collect and validate appropriate deliverables upon completion for delivery to project manager.
• Oversee a team of Coordinators to manage performance and efficiency.
• Train incoming team members on all systems and platforms.
• Build internal training manuals specific to customer needs.
• Ensure policies, processes and procedures are documented and in place for support team reference.

What you will bring to the team:

The following are the experience and key skills required for the position:

Mandatory:

• 5+ years’ experience with PC systems, related peripherals, common software programs, and Operating Systems.
• Previous experience in leading a team of support desk professionals with a focus on efficiency and documented success.
• Strong interpersonal and customer service skills.
• Ability to communicate internally and externally on all levels and through all mediums.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work and adapt to change in a fast-paced environment.
• Excellent written and verbal communication skills.

Desired:

• Experience with Service Desk tool suites.
• Concepts of networking fundamentals.
• Experience with ServiceNow.
• Resource supervisory experience.

Zones offers a comprehensive Benefits package

At Zones, we are committed to fostering an inclusive and diverse workplace. We provide comprehensive benefits to support our team members, including health insurance coverage for parents, spouse, and children, life insurance, voluntary pension fund scheme, EOBI, and on the house free quality food, gym, and much more. We embrace equal employment opportunity, free from discrimination based on various characteristics, and offer an exciting career immersed in an inventive, collaborative culture.

If you are enthusiastic about working on the cutting edge of IT innovation, sales, engineering, and operations, Zones is the perfect opportunity for you.

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. 

Job Timings: 8:00 PM to 5:00 AM (Pk time) and it’s a rotational shift position.