Service Delivery Manager
Apply NowCompany: Frontline, LLC
Location: Los Angeles, CA 90011
Description:
Company Description
Frontline, LLC is Southern California's trusted leader in small and mid-size business computing. We specialize in providing Managed Services, network and computer support and Information Technology (IT) consulting services to small and mid-size businesses in the Southern California area.
Frontline, LLC does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.
Job Description
Design, implement, operate, manage and tweak existing and new automation systems for ticket creation, monitoring, and Managed Services delivery.
Prepare client proposals for new implementations and business opportunities.
Establish, implement and enforce written policies, procedures and standards -governing Managed Services, Professional Services and support delivery.
Oversee all company and client related projects and provide guidance to staff managing projects.
Conduct Formal Executive Review Meetings to communicate with Client decision makers and Business owners in non-technical language.
Act as the highest escalation point for customer service related issues.
Establish and maintain a culture of excellent customer service.
Have the ability to address all client billing inquiries along with Office Manager.
Apply critical thinking to rapidly digest and understand client business needs and take ownership in the development of an service escalation team.
Contribute to the development of present and future Manage Services offerings.
Measure and track the performance of the department using several KPIs including but not limited to:
o Account Profitability
o Client Satisfaction
o Project and Labor Efficiency
o General Helpdesk KPIs
Job requires occasional travel and requires some off-hours or weekend work.
Review and approve quotes prior to delivery to clients.
Work with Sales team to coordinate solutions design for new and existing customers.
Directly manage three to six "Level 2/Technical Account Managers (TAMs)" and/or "Sr. Technician/Technical Account Managers (TAMs)".
Develop training plans for subordinates that will be advantageous to company and employee.
Perform performance reviews and control bonus compensation for group.
Manage helpdesk.
Monitor SLA performance of helpdesk team.
Manage communication processes and procedures between helpdesk team and company.
Manage On-Call services and schedules.
Approve time and expenses for direct reports.
Qualifications
Strong Technical Architectural Skills For Business Environments Ranging From 5-200 Users.
Experience Managing & Delivering Multiple Simultaneous Technology Projects.
Experienced Manager with 3+ years of Leadership Experience and 8 years overall experience in an IT related support role.
Strong Experience with running a helpdesk or service related team.
Strong Experience With Project Estimating/Budgeting, Resourcing, Forecast/Tracking and Progress Reporting.
Basic knowledge of Active Directory, Group Policy, SNMP, Virtualization technologies, MS Exchange, SQL Server and basic network concepts.
Communicate clearly and concisely, both orally and in writing.
Able to compile, organize, and analyze complex data.
Excellent oral and written communication skills.
Excellent organizational, analytical skills; able to work on multiple tasks while meeting deadline.
Readily accessible via mobile phone and email during off-hours.
Detail oriented, follows and implements corporate procedures and policies.
Grace under pressure, must be steady under stress.
Support skills within the Microsoft and VMware environments.
General understanding of small business IT systems.
Valid Driver's License and insured Motor Vehicle available for client calls.
Strong written and verbal communication skills.
Super detail oriented, follows and implements corporate procedures and policies.
Must pass a drug test, background check and have a clean driving record.
Additional Information
Normal Office, light work (lift up to 50 lbs). The employee frequently is required to sit and stand for extended periods of time and use hands to operate computer keyboard, mouse, telephone and basic office equipment. While performing the duties of this job, the employee is regularly required to talk, see and hear. Ability to drive a vehicle.
Frontline, LLC is Southern California's trusted leader in small and mid-size business computing. We specialize in providing Managed Services, network and computer support and Information Technology (IT) consulting services to small and mid-size businesses in the Southern California area.
Frontline, LLC does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.
Job Description
Design, implement, operate, manage and tweak existing and new automation systems for ticket creation, monitoring, and Managed Services delivery.
Prepare client proposals for new implementations and business opportunities.
Establish, implement and enforce written policies, procedures and standards -governing Managed Services, Professional Services and support delivery.
Oversee all company and client related projects and provide guidance to staff managing projects.
Conduct Formal Executive Review Meetings to communicate with Client decision makers and Business owners in non-technical language.
Act as the highest escalation point for customer service related issues.
Establish and maintain a culture of excellent customer service.
Have the ability to address all client billing inquiries along with Office Manager.
Apply critical thinking to rapidly digest and understand client business needs and take ownership in the development of an service escalation team.
Contribute to the development of present and future Manage Services offerings.
Measure and track the performance of the department using several KPIs including but not limited to:
o Account Profitability
o Client Satisfaction
o Project and Labor Efficiency
o General Helpdesk KPIs
Job requires occasional travel and requires some off-hours or weekend work.
Review and approve quotes prior to delivery to clients.
Work with Sales team to coordinate solutions design for new and existing customers.
Directly manage three to six "Level 2/Technical Account Managers (TAMs)" and/or "Sr. Technician/Technical Account Managers (TAMs)".
Develop training plans for subordinates that will be advantageous to company and employee.
Perform performance reviews and control bonus compensation for group.
Manage helpdesk.
Monitor SLA performance of helpdesk team.
Manage communication processes and procedures between helpdesk team and company.
Manage On-Call services and schedules.
Approve time and expenses for direct reports.
Qualifications
Strong Technical Architectural Skills For Business Environments Ranging From 5-200 Users.
Experience Managing & Delivering Multiple Simultaneous Technology Projects.
Experienced Manager with 3+ years of Leadership Experience and 8 years overall experience in an IT related support role.
Strong Experience with running a helpdesk or service related team.
Strong Experience With Project Estimating/Budgeting, Resourcing, Forecast/Tracking and Progress Reporting.
Basic knowledge of Active Directory, Group Policy, SNMP, Virtualization technologies, MS Exchange, SQL Server and basic network concepts.
Communicate clearly and concisely, both orally and in writing.
Able to compile, organize, and analyze complex data.
Excellent oral and written communication skills.
Excellent organizational, analytical skills; able to work on multiple tasks while meeting deadline.
Readily accessible via mobile phone and email during off-hours.
Detail oriented, follows and implements corporate procedures and policies.
Grace under pressure, must be steady under stress.
Support skills within the Microsoft and VMware environments.
General understanding of small business IT systems.
Valid Driver's License and insured Motor Vehicle available for client calls.
Strong written and verbal communication skills.
Super detail oriented, follows and implements corporate procedures and policies.
Must pass a drug test, background check and have a clean driving record.
Additional Information
Normal Office, light work (lift up to 50 lbs). The employee frequently is required to sit and stand for extended periods of time and use hands to operate computer keyboard, mouse, telephone and basic office equipment. While performing the duties of this job, the employee is regularly required to talk, see and hear. Ability to drive a vehicle.