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Overview

About Public Consulting Group

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’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/ .

Career Information

Our commitment to our clients flows from our commitment to our staff. We focus our business endeavors on the public sector because we value the missions and constituents that government agencies serve. Core to our business is the fundamental tenet that a diverse workforce instills a deeper appreciation of our clients’ challenges. At PCG, diversity is valued and inclusion is an expectation. We want our teams to reflect the communities we serve and are committed to hiring, retaining, and promoting a diverse staff. This ensures a variety of viewpoints are included in our project work, enhancing not only the culture in our offices around the world, but also improving the level of service we provide to our clients.

Responsibilities

HELP DESK SUPERVISOR 1

Job Description:

We are seeking a skilled and experienced Help Desk Supervisor 1 to join our team. The Help Desk Supervisor 1 will be responsible for supervising Help Desk Agents and monitoring team performance, as well as providing guidance and training to agents based on their experience in handling progressively complex questions and situations. This role requires designing, implementing, and enforcing ticket handling and escalation policies and procedures, performing regular quality checks of tickets and documentation, analyzing performance of Help Desk activities, and identifying problem areas and delivering solutions to enhance the quality of service and prevent future problems. The Help Desk Supervisor 1 will also be responsible for maintaining adequate records/documentation for audit and internal control purposes, learning program rules of assigned projects, developing an excellent working knowledge of applications required to fulfill job responsibilities, and responding to all inquiries in a professional, friendly, and timely manner. Additionally, this role will involve managing support ticket resolution times and SLAs, maintaining effective working relationships with stakeholders including program management staff and client sponsors, and forecasting ticket volumes based on known and unknown attributes.

Duties & Responsibilities:

• Supervise Help Desk Agents and monitor team performance and quality assurance

• Provide Help Desk agents with guidance and training based on experience handling progressively complex questions and situations.

• Design, implement, 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 applications required to fulfill job responsibilities.

• Respond to all inquiries in a professional, friendly, and timely manner.

• Manage support ticket resolution times and SLAs.

• Maintain effective working relationships with stakeholders including program management staff and client sponsors.

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.

• · React to project adjustments and alterations promptly and efficiently.

• · Able to read communication styles of team members and contractors who come from a broad spectrum of disciplines.

• · Able to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments.

• · Demonstrate effective written and oral communication skills.

• · Skilled at conducting research into project-related issues and products.

• · Able to learn, understand, and apply new technologies.

• · Able to effectively prioritize and execute tasks in a high-pressure environment is crucial.

• · Able to effectively participate in training sessions, presentations, and meetings.

• · Able to forecast ticket volumes based on known and unknown attributes.

Qualifications:

• Bachelor’s or Associate’s Degree in related discipline

• 5 years of Help Desk experience including 2 years of supervisory.

• Experience using and managing Zendesk or similar support ticketing system

Compensation

Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. 

As required by applicable law, PCG provides the following reasonable range of compensation for this role: $65,000-74,999.

In addition, PCG provides a range of benefits for this role.

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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Job Locations US

Posted Date 1 month ago (4/28/2023 6:04 PM)

Job ID 2023-9405

# of Openings 1

Category Consulting

Type Regular Full-Time

Practice Area Education Services

Public Consulting Group is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, protected veteran status, or status as a qualified individual with a disability. VEVRAA Federal Contractor.