Public Consulting Group

Help Desk Supervisor

Job Locations US-NC-Raleigh
Posted Date 2 weeks ago(9/10/2021 1:17 PM)
Job ID
2021-7060
# of Openings
1
Category
Customer Service/Support
Type
Regular Full-Time
Practice Area
Education Services

Overview

Public Consulting Group, Inc. (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986 and headquartered in Boston, Massachusetts, PCG has over 2,500 professionals in more than 60 offices worldwide. PCG’s Education practice offers consulting services and technology solutions that help schools, school districts, and state education agencies/ministries of education to promote student success, improve programs and processes, and optimize financial resources. To learn more, visit http://www.publicconsultinggroup.com/education/.

Responsibilities

 

 

  • Supervise Help Desk Agents and monitor team performance and quality assurance
  • Provide Help Desk service staff with guidance and training based on experience handling progressively complex questions and situations.
  • Design and enforce ticket handling and escalation policies and procedures.
  • Perform regular quality checks of tickets and corresponding documentation.
  • Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Maintain adequate records/documentation for audit and internal control purposes.
  • Learn program rules of assigned projects to ensure ability to respond to Customer Service inquiries.
  • Develop excellent working knowledge of operating platforms required to fulfill job responsibilities.
  • Respond to all inquiries in a professional, friendly and timely manner and manage support ticket resolution.
  • Maintain effective working relationship with program management and client sponsor.

 

Qualifications

Required Skills:

 

  • Ability to work independently and in a team-oriented, collaborative environment.
  • Able to conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.
  • Outcome and solution oriented with a high sense of urgency.
  • Reacts to project adjustments and alterations promptly and efficiently.
  • Ability to read communication styles of team members and contractors who come from a broad spectrum of disciplines.
  • Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments.
  • Demonstrated written and oral communication skills. Adept at conducting research into project-related issues and products.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.
  • Ability to effectively participate in training sessions, presentations, and meetings.
  • Able to learn, understand, and apply new technologies.

 

 

 

Qualifications:

  • Bachelors or Associate Degree in related discipline
  • 5 years of Help Desk experience including 2 years of supervisory.

 

 

 

EEO Statement

Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.

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