What are the responsibilities and job description for the Help Desk Manager position at Ash Brokerage, LLC?
Who We Are:
Ash Brokerage is an insurance brokerage general agency (BGA). (Not to brag but we’re actually the largest privately owned BGA in the country). If you’re in the business, then you know how a BGA works. If you’re not, here goes: A BGA works with financial professionals who sell insurance, such as independent agents, financial planners or registered investment advisors. Those advisors come to us with information about their clients, then we check out multiple carriers and product options to help find the best solutions to fit their needs. That’s what we do in a nut shell…but there’s so much more!
Yes, we’re in the insurance business, but we’re out to change the perception of what our industry does. Really, we’re less of a sales organization and more a partner to provide peace of mind.
What You’ll Do:
The Help Desk Manager provides overall leadership and development of the Help Desk team, ensuring that the day-to-day technical operations of Ash Brokerage run smoothly and empower the business.
In addition to leadership responsibilities, this position will field calls and tickets, improve the day-to-day functionality of the Help Desk Team and assist in supporting the overall goals and objectives of the organization. All while maintaining a focus on providing a great client experience throughout the process. This position is expected to take a "Team First" approach, embrace the company culture in spirit and in action ensuring unyielding integrity, a spirit of collaboration and teamwork, a proactive business partner, energy and a sense of urgency, curiosity, and passion.
Key responsibilities include:
- Manage the help desk team and evaluate performance
- Forecast and manage an IT budget for relevant expenses and purchases
- Recruit, train and support help desk representatives and technicians
- Ensure customer service is timely and accurate on a daily basis
- Implement and maintain specific customer service standards
- Contribute to improving customer support by actively responding to queries and handling complaints
- Establish best practices through the entire technical support process
- Follow up with customers to identify areas of improvement
- Develop daily, weekly, and monthly reports on help desk team’s productivity
- Provide customer feedback to the appropriate internal teams, like product developers
- Implement and support automation efforts
- Assist with troubleshooting complex issues through working with senior IT staff and business partners
- Collaborate with other Information Technology Leaders to develop and execute on strategic direction
- Manage the Employee Workstation Lifecycle Processes
- Solid technical background with an ability to give instructions to a non-technical audience
- Customer-service oriented with a positive problem-solving attitude
- Excellent written and verbal communications skills
- Team development and leadership skills
- A minimum of a Bachelor’s degree is required
- This position may require a maximum of 10% travel
- Minimum 2 years relevant leadership or management experience
- We work and play in Fort Wayne, so you’ll need to be located here
Ash Brokerage is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.