POSITION TO BE FILLED IMMEDIATELY
POSITION TITLE: Senior Support Manager (Help Desk)
Location: Cincinnati OH
Salary: $70k
DEPARTMENT: Customer Service & Operations (CS&O)
REPORTS TO: Director, Customer Technology Support Services
BROADBAND JOB TITLE: Dept/Process Team Leader (Band 3)
GENERAL STATEMENT:
Responsible for the overall Help Desk and problem management support
activity for Thomson Learning. Primarily responsible for the Mason-based
"Solution Center", with responsibility for support to all locations
world-wide. Create and manage Service-Level agreements with operating
companies and internal customers. Create reports and relationships to
communicate with users, management, and customers to maintain a highly
effective organization. This position is highly technical, requiring an
understanding of desktop and server operating systems, applications,
networking, communications, call center, and other relevant technologies.
Additionally, the position has significant people-management
responsibilities.
SUMMARY OF DUTIES:
· Solution Center
- Manage the daily functions of the Solution Center Team (approximately 12
people, 2 shifts) recruit, hire, schedule, train, and retain Customer
Support Analysts
create and maintain service level agreements and report regularly to
constituents and management drive root cause analysis of issues handled by
technicians
Administrate the tracking system for user's calls and problem
tickets, including call center management (ACD) oversight.
- Manage change control process, communication, notification, and problem
management tasks across Thomson Learning
- Manage the budget, control spending, and regularly report and forecast on
budgetary issues.
- Actively participate with the affiliated Business Units and Operating
companies to understand their business processes and needs.
- Establish, monitor, and report on compliance to requirements (SLA's)
- Keeps informed of new developments, technologies and ideas that affect
help desk operations through trade or industry groups, publications,
meetings, and personal contacts.
- Maintain current knowledge of information systems technology. Recommend
appropriate and efficient methods of utilizing available hardware, software,
and other technology-based requirements.
Corporate Involvement
- Serve as a team member on corporate councils, representing Thomson
Learning.
- Provide technical resources for problem management on corporate
requirements
- Discover and coordinate partnership arrangements with other Market Groups
where beneficial.
External Involvement
Participate in national and regional peer functions, training,
and support forums.
QUALIFICATIONS:
Education and Experience
- Bachelor's degree in relevant discipline.
- Must have at least five years experience in help desk management.
- Prefer significant experience with remote relationship management.
Technology
- General: In-depth knowledge of information systems, telecommunications
systems and related technologies. Comprehensive technical and business
knowledge of the organization. Thorough knowledge of organization policies
and procedures. Excellent analytical, project management, strategic
planning and managerial skills. Strong verbal and written communications
skills. Demonstrated management, leadership and interpersonal skills.
- JD Edwards financial and reporting exposure required.
- Microsoft Office skills are highly desirable, including Outlook e-mail.
- ACD management and reporting software tools required.
General
- Strong analytical, customer service, and communication skills are
required.
- Must have the ability to effectively respond to rapidly changing customer
requirements to satisfy the needs of the business.
Ability to communicate with all layers of contacts, including senior managem
ent, end users, technical support staff, vendors, and consultants.
Regards
3K CONSULTING
Derek Edwards
HR Recruiting Consultant
Phone: 905 953 0008
Fax: 905 953 4162
Email: 3k.consulting@no-spam