Senior Help Desk Analyst: Supervise Brand-New Support Group!

Help Desk Visionary Wanted: Supervise Global Support Group

In this high profile Help Desk Supervisor role for PR Newswire, you will lead our rapidly-growing help desk group in supporting more than 1,000 users. Take advantage of the autonomy and professional freedom in this supervisor-level position and leverage your expertise to drive our service levels to higher standards. You will have your hand in building the group from the ground-up as we implement a new help desk system that will affect the way we support PR Newswire employees globally. Our team of Help Desk Reps will turn to you for mentoring, training, and direct management. Providing your expertise and leadership to ensure the success of our support group will lead to professional success and generous compensation at PR Newswire.

Now in its 54th year, PR Newswire Association LLC (www.prnewswire.com) provides electronic distribution, targeting, measurement, translation and broadcast services on behalf of tens of thousands of corporate, government, association, labor, non-profit, and other customers worldwide. Using PR Newswire, these organizations reach a variety of critical audiences including the news media, the investment community, government decision-makers, and the general public with their up-to-the-minute, full-text news developments. PR Newswire has offices in 11 countries and routinely sends its customers' news to outlets in 135 countries and in 40 languages. Utilizing the latest in communications technology, PR Newswire content is considered a mainstay among news reporters, investors and individuals who seek breaking news from the source. We offer employees a comprehensive array of generous benefits, including medical, dental, and vision care, paid time off, 401(k), employee discounts, tuition reimbursement, and more! PR Newswire is an Equal Opportunity Employer.

As our Help Desk Supervisor, you will be based in our Cleveland, Ohio, office reporting directly to our Help Desk Director. Critical to your success will be your excellent level of customer service and eagerness to bolster the productivity of the users you support. One of your first missions will be to create and implement reporting in HEAT, our call management system, to track our group's call metrics. Your working knowledge of Microsoft XP, Lotus Notes, and Active Directory will enable you to supervise the team of Help Desk Reps supporting approximately 1,000 end users working on Dell desktops and laptops as well as mobile devices. Your exceptional organizational and communication skills will allow you to successfully lead our team to ensure that you achieve service level goals while driving process improvement to help build and maintain a world class support group. Join us today!

All applications for this position are accepted via our online interview system, managed by Accolo. You can begin the interview process or refer someone you know by going to this link:

http://jobs.accolo.com/13138

Once you have completed the interview, your information will be sent directly to the hiring manager for decisions on the next steps. Regardless of the outcome, PR Newswire or Accolo will keep you updated as to your status by e-mail or phone.

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