Jobs at Frontline

IT Service Delivery Manager 

Base Salary $85k (depending on experience) + Annual Bonus. Full Health Benefits (medical, dental, vision). Gym membership.


Frontline is seeking an IT Service Delivery Manager. We're looking for a Service Desk Team Lead with experience working at a MSP. You will be responsible for leading our technical help desk support team to provide excellent customer service and resolve all technical issues for our clients.


As an IT service delivery manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.


Ultimately, you should be able to ensure high quality IT support and increase client satisfaction.

Responsibilities:

  • Manage the team of level I-II help desk technicians
  • Ensure customer service is timely and accurate on a daily basis.
  • Recruit, train and support service desk technicians.
  • Contribute to improving customer support by actively responding to queries and handling any and all complaints.
  • Handle escalations, enforce KPI's and keep tickets moving through the queue
  • Participate in the help desk rotation to provide support coverage during non-business hours
  • Establish best practices through the entire IT support process
  • Develop daily, weekly and monthly reports on help desk team's productivity.
  • Communicate effectively with clients to identify needs and evaluate alternative solutions
  • Continually seek opportunities to increase customer satisfaction and deepen relationships.


​Qualifications:

  • Proven work experience as a service desk manager
  • Minimum of 10+ years of relevant IT experience in Service Desk, Application, and System Support.
  • Minimum of 4+ years in supervisory or management role overseeing a IT support team
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Knowledge of sound business practices and proven track record of anticipating and exceeding customer expectations
  • Excellent written and verbal communication skills
  • Excellent team management skills
  • Bachelors Degree in Computer Science, Information Technology or relevant field.

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