Field Dispatch Queue Manager

Company Overview

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, 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.

What you will bring to the team

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

Mandatory

Desired

Benefits

Zones offers a comprehensive Benefits package. At Zones, we are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. We offer life insurance, optional health insurance, and retirement benefits in line with Company policy. Employees also enjoy additional perks such as the Voluntary Pension Scheme, EOBI, complimentary meals, and access to our in-house gym.

We take pride in being an equal opportunity employer and remain dedicated to maintaining a workplace free from discrimination of any kind. If you are passionate about driving innovation in IT, sales, engineering, or operations, Zones provides a dynamic and collaborative environment to help you grow your career.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Job Timings

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

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