Field Dispatch Queue Manager

　　Professional Services Islamabad, Pakistan

　　Apply

　　Description

　　Position at Zones

　　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.

　　Field Dispatch Queue Manager

　　Job Description

　　Your responsibilities will include, but are not limited to:

　　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. Manage scheduling of Field Technicians to meet customer SLA requirements

　　Provide onboarding, training, and support for Field Technicians

　　Perform staff scheduling to ensure there is support covering during all shift hours and on-call support 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. Will 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 to reference

　　EXPERIENCE:

　　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 Service Now

　　Resource supervisory experience

　　Zones Introduction:

　　For over 30 years, Zones has worked with industry-leading partners to offer comprehensive IT solutions to clients around the world. Our Workplace Modernization, Network Optimization, Data Center Transformation and Security Fortification solutions lead clients through their digital transformations, and our services offer support every step of the way.

　　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 employees, including health insurance coverage for parents, spouse, and children, life insurance, 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.