Service Desk Manager – Pomeroy IT Solutions

Pomeroy IT Solutions is a leading provider of advanced technology services focused on IT Outsourcing, Infrastructure Services, Consulting Solutions, Product Procurement and Logistics, and IT Staffing. Pomeroy's consultative approach delivers information technology solutions through the disciplines of ISO9000, ITIL, HDI and PGMP practices, enabling Fortune 1000 corporations, government entities, and mid-market clients to increase productivity, reduce costs, and improve profitability.

Our Global Service Center (GSC) provides a variety of support services across a wide array of hardware and software products. We staff our GSC with talented professionals trained to deliver high quality support services 24/7/365. Our Service Desks have 300+ analysts who currently handle more than 1.8 million calls per year for customers, ranging from small and mid-sized businesses to large enterprise accounts. Our service desk covers our customers across 65 countries and in 9 languages.

As a Service Desk provider, Pomeroy offers a global single point of contact service, Level 1 and Level 2 technical support, multilingual call support, self-service/Level 0 support & off-hours/weekend/overflow support.

We continually are maturing our processes and certification levels to help our clients stay competitive. Pomeroy’s GSC delivers and supports our clients through our HDI-certified team and our adherence to ITIL standards. In 2010, Pomeroy’s service center expects to be HDI certified in order to provide our clients with streamlined IT operational support.

We're looking for dedicated, hard-working individuals who will help us achieve our goal of being the best IT provider in America. We offer employer paid life insurance and long-term disability. We also offer medical, dental, short-term disability, flexible spending, 401(k).

Position Description:

GENERAL FUNCTION: To provide daily tactical supervision and accountability for agents to provide consistent quality, stability, flexibility or service deliverables to our customer base, including HD and CSC agents and others as defined by SOW or sphere of influence.

ESSENTIAL DUTIES & RESPONSIBILITIES:

I. Agent productivity (Queue management. Immediate utilization detection and actions, performance evaluations.)
II. SLA delivery (daily monitoring and management.)
III. Performance management or agents under direction of manager (daily monitoring, management and follow-up.)
IV. Team communications.
V. Continuous improvement (always looking for new and more efficient ways to get the job done)
VI. Escalation of process breakdowns to Manager.
VII. Coaching, mentoring and training of agents.
VIII. New hire Agent interviews.
IX. Agent performance appraisals.
X. Responsible for promoting teamwork and the cross training of employees.
XI. Represent Pomeroy in a positive and professional manner to the Client(s), in all forms of communication.
XII. New Hire Orientation: Equipment set-up, overview of systems, and New Hire training - Including training on processes, supported products, and Help Desk Tools.
XIII. Assume additional responsibilities as assigned

Requirements:

EDUCATIONAL REQUIREMENTS:
1. 2-year Associate Degree in Computer Science or equivalent experience.

SKILLS AND EXPERIENCE REQUIRED:
1. At least 3 years supervisory experience in a call center environment.

2. Solid background in desktop technology and common applications –ie Shrink
Wrap, OS/Database, software, Hardware, Messaging and Networking.
3. Excellent customer service, problem solving & conflict resolution skills.
4. Proven team player with outstanding interpersonal & communication (written/oral) skills.
5. Ability of motivate others to perform above normal expectations.
6. Ability to manage multiple issues at one time with exceptional follow through.
7. Flexibility with assigned work schedule.
8. Present a professional image and commanding the respect of staff, peers, and senior management.

WORKING CONDITIONS:

1. Normal office environment with little exposure to dust, noise, temperature, and the like.
2. Occasional exposure to dust in a non-office setting where lifting/carrying 1-50 lbs., kneeling and stooping may be required.
3. Extended viewing of CRT screen.
4. Position requires the ability to work various hours Monday through Sunday.

To apply, please send your resume to Matt Keller, Technical Recruiter, at mkeller@pomeroy.com

An Equal Opportunity Employer M/F/D