IT Support Center Supersvisor

Leapfrog Services is a managed service provider (MSP) offering high touch, high availability IT support to many of Atlanta’s most successful small businesses. We deliver extraordinary service so that our clients and their employees can be more productive. We also engineer innovative solutions so that our clients meet their business objectives.

Job Description:

You will be managing a 6 to 12 person team within our larger support desk and responsible for its performance against its goals of fast, accurate problem resolution or escalation; supporting numerous Microsoft Windows 2000/2003 Active Directory domains; addressing the needs of our clients at all levels of their organization; utilizing remote support to analyze and expedite problem resolution to ensure quality service.

Core Function:

Assist with billing

Ensure that all tickets are closed
Review customer fields for accuracy and appropriateness of the time and billability
Make edits to the above and produce accurate reports for Accounting on the agreed upon billing dates

Manage ticketing system
Prioritize work, as well as escalations of particular problems as required.
Manage to meet or exceed defined group goals, including but not limited to:

1st Call resolution
Live call answer rate
Mean time to resolve (applied and elapsed)

Maintain a detailed knowledge of concepts, practices, and procedures used within the Support Center.
Responsible for managing, developing and training Field Service and Support Center personnel. The supervisor has influence on decisions regarding hiring, disciplinary actions and termination of such personnel, but these require consent of the COO.
Responsible for forecasting requirements for training, staff and tools based on number of customers and support trends.
Ensure that each member of the team understands their role and responsibilities on the team. Facilitate the adoption of the processes and procedures used in service delivery, and the reporting structure within the group.
Assist Client Services with client escalations and work together to prevent and resolve issues relating to support.
Respond to any surveys reporting that an issue was not solved to the customer’s satisfaction.
Schedule Field Service Technicians

Why should you consider Leapfrog Services, Inc?

We’re a high growth environment, but still small enough to really know each other.
We have a strong dedicated team, but one eager to learn & improve.
Career progression, this position is the entry point with many opportunities to excel.
We are a Microsoft Gold Certified Partner with access to some of their newest software and information.

Qualifications & Experience:

We are not a “regular” Helpdesk or Support Center; we are looking for extraordinary people to join an already very talented team. This is our primary requirement.
Minimum of 3 years management experience within a Helpdesk environment providing Remote Support and Customer Service.
Technical problem solving skills are still very important including:

Relevant MCP certification is of strong benefit and Network+ is desirable.
System Administrator experience or exposure with a Windows 2000/2003 Active Directory environment.
Working knowledge of Microsoft Office (all versions) and an understanding of Microsoft Exchange.
Experience and understanding of remote access and connectivity, such as RADIUS and VPN.

Must have ticketing system experience; ITIL framework is a plus.
Strong interpersonal skills and the ability to listen and explain solutions to non-technical users in a concise manner.
Proven ability to organize work & motivate a team in an interrupted environment.

If this is something of interest or you want to become part of our team, then email us at helpdesk2@ribbit.net