Public Consulting Group LLC (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, PCG employs approximately 2,000 professionals throughout the U.S.—all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in six Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com.

Our Education team offers consulting services and technology solutions to help schools, school districts, and state education agencies/ministries of education promote student success, improve programs and processes, and optimize financial resources. We work with clients to ensure all students have what they need to succeed.

Services:

• Teaching
• Learning Solutions
• Data Systems
• IT Solutions
• Financial Solutions
• Equity in Education
• Equitable Education
• Recovery Services

Job Description:

We are seeking a skilled and experienced Supv Customer Service 1 to join our team. The Supv Customer Service 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. Including mentoring and developing staff as well as providing ongoing performance feedback on an individual and on team level.
• 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 standard operating 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.

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.
• Respond 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 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.
• Experience managing team KPIs and customer satisfaction metrics.
• ITIL Foundation certification required (must be completed or actively in process with a defined completion timeline).
• Certification in customer service, such as CCSP (Certified Customer Service Professional), is a plus.

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified.

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 below. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

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.