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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: 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 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. The Field Services Manager must have a solid technical background combined with customer service expertise and a problem-solving attitude. This includes: 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. What you'll do as the Field Services Manager: The requirements 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. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice. 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 team's 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 What you will bring to the team: Associate degree in IT - Bachelor's 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 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 Current technical certifications such as A+, ITIL, and OEM certifications #LI-JL1 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 and vision coverage, life insurance, disability insurance, a 401(k) plan with matching provision, and many more. Generally, Zones currently offers paid time off and personal sick leave in compliance to individual state requirements. At Zones, work is more than a job - it is an exciting career on a global team that is client centric, has a passion for technology, embraces change and lifelong learning in a collaborative culture. 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. 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! 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. Zones participates in E-Verify. E-Verify is a system that compares information from an employee's Form I-9 to federal records to confirm their eligibility to work in the United States.