We offer our customers complete solutions that reduce their overall IT costs - thereby allowing them to re-invest in their core businesses. By combining the right people, strategy and technologies, Pomeroy is able to provide customers with increased efficiencies, decreased costs, and the ability to maximize their existing IT investments.

Requirements Service Desk Supervisor Purpose of Position The purpose of this position is to ensure Pomeroy's customers maintain productivity in the operation of computer technology by leading, motivating, coaching, and monitoring the performance of a team of Service Desk Analysts. The Service Desk Supervisor will ensure their team and shift is scheduled to provide adequate Analysts for quality service.

The Supervisor is accountable for the daily administration of Service Desk operations thereby ensuring Service Level Objectives (SLOs) are met or exceeded. He/she monitors the direct supervision of Analysts including performance appraisals, workload, scheduling, task completion, and is also responsible for fostering a positive team environment.

Reporting Relationship This position reports to the Service Desk Manager. Job responsibilities Supervision - Supervising the Service Desk's overall performance.

This will include daily monitoring of agreed upon service levels, making sure that all customer issues are resolved within satisfaction. - Create and deliver Metric reporting to management regarding relevant ACD and problem management statistics and performance data.

Must have experience creating excel charts, graphs, tables for displaying measurement results. - Scheduling of staff to ensure adequate coverage at all times in order to meet the department's service goals; approves requests for time off and manages schedules for coverage of absences and recommends staffing adjustments as necessary - Supervises the team to ensure Service Levels are achieved or exceeded - Monitors escalated ticket problems to ensure customer satisfaction - Monitors customer service calls to ensure customer satisfaction goals are achieved - Monitoring of CSR calls to make certain proper procedures and policies are followed, ensuring that we provide quality support to our customers.

- Monitoring internal databases to ensure that customer issues are getting resolved in the appropriate time frames. - Make sure that any issues that cannot be resolved by the CSR are escalated to the appropriate group, and take responsibility for learning what steps needed to be taken in order to resolve the issue, thereby increasing the overall Department's knowledge of troubleshooting.

Training and Documentation (e.g.

, policies and procedures) - Works with the Service Desk Manager and Trainer to develops and delivers technical and process related training modules - Acts as a procedural resource for the team - Updates the training program and manual as new technical requirements are identified - Ensures that Service Desk Analysts complete the minimum training curriculum to be placed in additional support queues - Provide supplemental training and mentors Service Desk Analysts to perform their assigned functions Analyst Performance Accountability - Conducts employee appraisals, highlighting areas of achievement and areas for development - Works with Analysts to develop individual goals - Implements Rewards and Recognition programs - Provide ongoing mentoring and development to new customer service representatives according to an assigned training schedule. - Responsible for the evaluation and selection of new hires Ensures that each new Analyst successfully completes the minimum training curriculum and records the Analyst's progress using the training checklist - Participate with the Service Desk Manager in developing performance reviews for Customer Service Representatives.

Communications - Work with the Service Desk Manager to promote effective organization, communication and professionalism, both within and outside the Customer Support Department. - Communicate ideas of improvement to Service Desk staff, Escalation Partners and management - Ensures a positive and professional relationship with the client by complying with client policies and procedures - Reports the performance level of all team members to the Service Desk Manager - Communicate any outstanding and/or critical issues, including customer concerns, immediately to the Service Desk Manager Communicate with and address issues from customers requesting to speak with a supervisor.

- Frequent contact with the Service Desk Manager for coaching, development, goal setting, monitoring of progress and problem-resolution. - Develops and maintains Service Desk relationships with the customer and Escalation Partner so to ensure an excellent customer service environment and improve Service Level performance.

Process Improvements - Responsible for identifying continuous process improvements and trends. Key driver for quality actions plans and process improvement opportunities.

- Develops and implements policies and procedures to improve efficiencies and customer satisfaction - Participates in the negotiation of Service Level Agreements - Identifies problem areas which require correction to the Service Desk Manager Overall Skill Requirements Interpersonal Skills - Strong oral and written communication skills - Excellent interpersonal and leadership skills - Ability to deal effectively with customers, staff and management - Excellent team building skills A strong dedication to quality customer service - Strong initiative and assertiveness - Self-motivated and goal-oriented - Strong analytical skills - Strong people motivating skills Product Knowledge and Skills - Excellent supervisory and team building skills - A working knowledge of service delivery procedures - Strong knowledge with Avaya ACD systems - Strong knowledge of Problem Management Systems - Strong knowledge of Microsoft Word and Excel - Strong knowledge with a Process Flow documentation tool (Visio) - Strong electronic mail knowledge - Strong administrative skills - Excellent problem solving skills and inherent decision-making ability - Excellent training skills and documentation techniques - Excellent organization and process improvement skills - A good working knowledge of the day-to-day operating environment, available tools, operating techniques and customer applications - Thorough knowledge of company operations so that the Service Desk can demonstrate that they understand their customer Experience - A minimum of two years Help/Service Desk supervisory experience - A four-year degree or a two-year degree with significant business experience - Practical experience with current Service Desk tools (ACD, PMS, Report Writers) - Practical experience with office communication tools (e-mail, voice mail) - Practical experience using MS Word, MS Excel, and Visio - Practical experience with CenterVu, - Practical creation and usage of Crystal Reports (less)