From: edwardsdist@rogers.com 
  
 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@rogers.com 
  
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