Service Delivery Manager
Company: LeapFrog Services, Inc
Location: Atlanta
Posted on: January 27, 2023
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Job Description:
Description:Jump into a role that encourages you to think
creatively while crafting solutions for support systems in use at
one of the world's most admired brands.As a Service Delivery
Manager, you will oversee front-line support operations by managing
the Support Desk, Reactive Field Services, and On-Site Support
Services to published service levels. The Service Delivery
Manager's direct reports include the Support Desk Team Leads, the
Reactive Field Services Team Lead, the Support Coordinator, and the
On-Site Support Team Lead.Primary ResponsibilitiesEnsure front-line
issue response times, time to resolve, rework, and escalation are
executed according to published service levels.Maintain effective
records of support activity via the service management system.Act
as a single point of contact or boundary manager for the incident
management process with Points of Contact.Work with Department
Managers to drive urgency in the closure of escalated
incidents.Drive teamwork and the advancement of technical skillsets
of employees.Functional Responsibilities:Support Desk:Deliver a
standards-based best-of-class Support Desk service for Leapfrog
customers.Use data-driven workforce management to ensure the
effective scheduling of resources.Improve knowledge base content
and tools to drive improved customer support.Attract/find highly
motivated, top technical talent capable of rapidly resolving
customer issues that have a high probability of future promotion to
other roles within Leapfrog.Field Services:Deliver timely,
coordinated, and highly responsive Field Services support working
in concert with remote front-line resources.Identify
cross-departmental methods/tools/automation to reduce the need for
field service calls.Ensure Leapfrog has the network/relationships
to deliver timely & high-quality field support for all current (&
future) customer locations (domestically & internationally).On-Site
Support:Manage a standards-based support model that leverages both
deskside and remote capability.Leverage the institutional knowledge
gained on-site to assist the rest of the organization in providing
extraordinary service (Knowledge Management).Ensure a pipeline of
highly trained employees to effectively match customer on-site
needs.Manage a scalable on-site resource model to meet new customer
needs in a timely manner.Proactively set client
expectations.Requirements:Key Measures of SuccessIncident and
Customer Satisfaction Survey ratings.Client Service Levels
(contracts & measured in the Client Business Reviews).Strong
employee retention and career advancement.Reduction in redundant
and repeat ticketing.Frogma is demonstrated by the team on a daily
basis.Increases in productivity/utilization through incentive,
automation, and monitoring tools.Improve the effectiveness of
Knowledge Management.Effective utilization and productivity
reporting methodologies. Ideal CertificationsHelp Desk Institute
Support Center Manager and/or other HDIAgile, PMP, Six Sigma, or
other management-level certificationKey MetricsTeam utilizationTeam
productivityTeam First Contact ResolutionTeam training hours We
also offer the following benefits and perks:Comprehensive benefits
(medical, dental, vision)Life and Disability
InsuranceTelemedicine401k matchCertification/Education
programHybrid Work OfficeHealth and Wellness programLeapfrog
Services provides managed IT services for businesses and nonprofits
worldwide. Founded in 1998 with the philosophy that IT should
enhance your business, not get in the way of it, we consider
ourselves to be a service company - one that delivers the highest
possible level of technical expertise with an unwavering dedication
to extraordinary service. In our world, high-tech doesn't mean high
jargon or high stress - it means high touch and high availability.
If you love working with leading-edge technology, want to be part
of a fun, service-based culture, and prefer the security of an
established company with growth opportunities and excellent
benefits, Leapfrog is just the pond you're looking
for!PI201452445
Keywords: LeapFrog Services, Inc, Atlanta , Service Delivery Manager, Executive , Atlanta, Georgia
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