Field Services Manager

Description

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. 

• 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

• 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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