Field Service Support Supervisor

4 days ago

Islamabad, Islamabad, Pakistan beBeeDispatch Full time
Job Description

The Field Dispatch Operations 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.

Responsibilities
  • 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.
Requirements

Experience:

  • 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.

Skills:

  • 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.

Education:

  • High School Diploma or equivalent.

Benefits

  • A comprehensive benefits package including health insurance coverage for parents, spouse, and children, life insurance, voluntary pension fund scheme, EOBI, and more.

We are an equal employment opportunity employer and welcome applications from diverse candidates.

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