LeapFrog Services, Inc Hiring for Service Delivery Manager Job at Atlanta, GA Full Time

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 Responsibilities

• Ensure 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 Success

• Incident 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 Certifications

• Help Desk Institute Support Center Manager and/or other HDI
• Agile, PMP, Six Sigma, or other management-level certification

Key Metrics

• Team utilization
• Team productivity
• Team First Contact Resolution
• Team training hours

We also offer the following benefits and perks:

• Comprehensive benefits (medical, dental, vision)
• Life and Disability Insurance
• Telemedicine
• 401k match
• Certification/Education program
• Hybrid Work Office
• Health and Wellness program

Leapfrog 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!

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