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Manager of Support Services

Manager of Support Services

ID 
2018-1618
# of Openings 
1
Job Location 
US-KS-Overland Park
Posted Date 
4/9/2018

More information about this job

Overview

DEG is seeking a Manager of Support Services to provide oversight and management of our Support and Training Specialists within the Service Delivery Department.   This person will collaborate with senior management, project management, account teams, engineering and various departments as it relates to client success, primarily focused on the level of support and training that we are providing to our clients and internal teams. The Manager of Support Services will be expected to possess knowledge on and drive or collaborate on internal initiatives as it relates to DEG support and training methodologies and communication standards.  Their contributions should be based on an understanding for industry best practices in these areas to ensure DEG’s offering remains relevant and competitive. 

The successful candidate will play a key role as a subject matter expert and oversee the quality of the support the team is providing to the clients as well as ensure an organizational understanding of the services offered by the support team exists.  Communicating with clients from an escalation or service offering perspective will be expected.

This role will report to the Managing Director of Service Delivery and be a key member in carrying out the charter of the department of on-time, on-budget, high quality delivery that exceeds customer expectations.

DEG’s highly entrepreneurial, collaborative, and dynamic environment is the perfect place for smart, motivated people to make an impact. With competitive benefits and a dedication to work-life balance, we are also a great place to work.

 

Responsibilities

  • Ensure Support work is flowing through the proper process to ensure quality and timeliness
  • Assist with client issues that arise
  • Provide organizational oversight of Support quality and processes
  • Collaborate with Sales and Client Services on estimation of new Support opportunities
  • Assign Support Specialists to new and upcoming projects based on skill set and capacity
  • Review opportunity pipeline and ensure appropriate staffing and onboarding procedures are followed
  • Escalate organizational risk concerns and assist with executive management expectation management
  • Continually evaluate and elevate the Support offerings and capabilities
  • Develop creative solutions to aid in the handling difficult situations or circumstances
  • Hire and manage the onboarding of new Support team members
  • Manage existing Support team members, inclusive of one-on-ones, performance reviews and training/career growth plans

Qualifications

  • Experience working in a fast-paced, technical environment with client demands
  • Outstanding verbal and written communication
  • Ability to look at a situation and quickly identify a solution
  • Ability to work with a diverse team
  • Self-starter that does not wait for direction but jumps in and start running
  • Proven organization skills to lead initiatives and develop internal relationships
  • Clear communication skills, especially in times of stress
  • Experience managing team members is a plus

 

About DEG

DEG is a full-service digital agency that believes in marketing for the moment. We use the creative application of technology to help our clients create strategic, provocative, and actionable ideas when it means most—all driven and supported by data, process management, technological prowess, and award-winning creative. We’ve become one of the fastest-growing, most-respected digital resources in America because our clients have demanded it. While other shops are working to become “digital,” we were born here.

We empower our associates to grow and accomplish what they’re passionate about, pursue outside interests, prioritize their families, contribute to their communities, and actively travel. We have a fun, casual work environment and have repeatedly been named one of the area’s “Best Places to Work.”

Our benefits include:

  • Multiple health plan options, including independent insurance and pre-tax FSAs, with no waiting period and company-paid premiums for all associates
  • Life Insurance, AD&D, and Short- and Long-Term Disability with company-paid premium
  • Ample paid time off and holidays
  • Generous full paid leave for new parents, including parental, maternity, paternity, and adoption leave and assistance
  • Military leave for active duty service members deployed to full-time service and disaster leave in the event of a natural disaster
  • Optional 401k Retirement Savings Plan with company-sponsored matching program
  • Bonus plans based on company and individual performance
  • Culture Club social events each year
  • Free pop, juice, sparkling water, and Roasterie hot and nitro cold brew coffee in our company coffeehouse, as well as free on-tap and bottled beer for our weekly Beer:30

We're constantly searching for the best ideas, new and better ways to do things, and new and better things to do. We want smart, driven individuals to help us create DEG’s future. If you invest yourself in your work, live with enthusiasm, and thrive on results, we want to know you.