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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-all committed to delivering solutions that change lives for the better. The firm has four designated practice areas with extensive experience in all 50 states, clients in six Canadian provinces, and a growing practice in Europe. Often combining resources from two or more practice areas, PCG offers clients a multidisciplinary approach to solve their challenges or pursue opportunities. To learn more, visit www.publicconsultinggroup.com. Responsibilities This position of responsibility is to manage the Corporate Technology Service Desk team and support the needs of our internal practice area customers. This position requires an individual to be passionate about customer service and improve their experience by helping to decrease the amount of incidents that occur through self-service tools and automation. Customer Support • Passionate about customer service with a desire to improve productivity • Collaborate with other technical teams to understand any upcoming changes that could potentially impact the business and prepare accordingly • Analyze incoming tickets and make escalation path determinations within 1 business day • Tickets to be acknowledged and resolved within defined SLA • Work collaboratively with other teams to decrease time to resolution • Create and maintain Knowledge Base Articles, Standard Operating Procedures, and any relevant scripts • Increase customer outreach for ticket resolution by following up with customers to receive solicited feedback and recommendations on areas of improvement • Ensure customer service standards are met by actively responding to escalated complaints • Build customer relationships by interacting with PAs to establish standards and best practices for managing workplace productivity tools • Create and maintain knowledge articles, 'How To' videos and any self service tools to ensure they remain up to date align with our services and tools. Innovation • Collaborate with the Productivity Applications team to implement ticket queue management and collaboration tools that integrate with the ticketing system to provide a more personal and immediate way to communicate with the customer to resolve issues faster • Work with both Productivity Applications team, Asset Management & Compliance and the Learning & Productivity teams to improve upon Service Desk efficiencies and automation. • Conduct research on emerging products, services, protocols, and standards in support of help desk technology, procurement and development efforts • Research self-service methods that will reduce number of generated incidents • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and deliver solutions to enhance quality of service by preventing future problems Management • Manage assigned personnel, allocate work and make decisions regarding employment, performance appraisal, training and development, salary recommendations, promotion and transfer. • Manage the teams ticket queue's and ensure tickets are being worked to meet defined internal SLAs • Reevaluate how tickets are escalated and determine if additional skills training should be had by the Service Desk team • Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users • Leverage customer feedback to identify opportunities that enhance the experience • Identify improvements and drive collaborative solutions across PCG • Leverage people, process and technology improvements to optimize customer experience • Continually seek opportunities to increase customer satisfaction and strengthen client relationships be interacting proactively and effectively at all levels of the organization • Interface with Sr. Management on business requirements/goals and translate them into technical specifications with solution proposals • Plan and establish priorities and manage resource allocation • Act as escalation point for complex and urgent issues • Ensure project milestones are met and adhere to pre-approved goals Qualifications Required Skills: • Demonstrate skills in collaboration, results orientation, effective time management, conflict resolution, and positive attitude • Passionate about engaging with customers to understand their concerns and have a strong desire to lead and drive initiatives that improve our customer's experience • Solid understanding of IT enterprise technologies, including server & desktop hardware/operating systems, networks, firewalls and load balancers, telecoms/voice systems, with demonstrated progressive experience in the supervision of a technical support team • Proven track record of developing and providing SLAs and Service Desk deliverables • Must have impeccable relational skills • Able to effectively prioritize tasks in a high-pressure environment • Excellent customer service focus and analytical problem-solving abilities • Experience in dealing with difficult interpersonal situations regarding support issues • Strong interpersonal, written, and oral communication and presentation skills • Highly self-motivated and directed, with keen attention to detail • Change management, Incident management, Problem management, Performance management Qualifications: Education: Bachelor's degree in IT or related field equivalent experience Experience: 5 years of Service Desk/Help Desk and Help Desk Management Certification: Certificate or extended training in ITSM Travel: Potential to travel up to 15% #LI-AH1 #D-PCG 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.