What are the responsibilities and job description for the Help Desk Manager position at Mainstream Fiber Networks?
THIS POSITION IS BASED OUT OF NEWBURGH, IN.
ABOUT US:
Mainstream Fiber Networks is a locally owned and operated fiber optic internet provider based out of Nashville, IN with offices in a number of counties across Indiana. We are dedicated to providing high speed connectivity to the rural areas of southern Indiana. Our team works to deliver fiber optic infrastructure to areas that would otherwise not have access to reliable internet access.
SUMMARY:
The role of Help Desk Manager is responsible for providing supervision to the help desk team. This position will also be responsible for help desk policy and procedure creation and edits as needed. Also responsible for over-seeing and completing tasks assigned by the company in connection with serviced orders/tickets, orders and service activation for GPON customers
ROLE AND RESPONSIBILITIES:
- Manages all Help Desk staff by ensuring all policy and procedure are followed appropriately and evaluating performance. This includes, responding to customer questions, completing information requests, monitoring service tickets and projects, data collection, and following workflows
- Verifies workflows are followed appropriately and identifies solutions when gaps in workflows arise. Determines workflows based on customer needs. Ensures calls are being answered/returned and follows ticketing process.
- Establish best practice through the entire technical support process.
- Report on overall customer satisfaction, as related to Help Desk experience, and monitors team’s success to improve Help Desk experience through metrics and workflow improvements
- Resolves all escalated customer complaints
- Conduct team meetings and 1 on 1s with team members as needed.
- Conduct and prepare training of current and new team members
- Respond to request for assistance by phone, email, and system alerts/tickets
- Ability to create, update, and provide follow up for tickets created in our ticketing platform Help Desk Board as Primary Dispatcher
- Identify areas of improvement in Help Desk process and procedure
- Monitor and track existing incidents and service requests through closure
- Provide/Lead support for network and circuit outages including after standard business hours
- Other duties may be assigned as company/position evolve.
QUALIFICATIONS AND EDUCATION REQUIREMENTS:
- High School Diploma or equivalent
- 1-2 years’ experience in management position
- Experience in troubleshooting basic networking related issues; including routing, switching, firewalls, and DHCP
- Effective/professional communication skills both verbal and written
- Ability to maintain client/customer confidentiality
PREFERRED SKILLS:
- Associates or Bachelors in related field, preferred
- Network or equivalent, preferred
- Exposure to VOIP phones and knowledge of basic function
- Ability to distinguish and identify audible tones/levels and colors
- Ability to work under pressure while maintaining alertness and attention to detail
- Able to handle being on-call/ afterhours support
ADDITIONAL NOTES:
- Does require occasional travel, will utilize company owned vehicle
- Office setting with occasion field work, if needed
- Please note the Help Desk at Mainstream is NOT a traditional PC Help Desk. There is no computer troubleshooting required, past knowing how to run speed tests, verifying the end user equipment is receiving an IP address, and other basic network checks
Job Type: Full-time
Pay: $43,500.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Schedule:
- Day shift
- Monday to Friday
Application Question(s):
- This position is based out of Newburgh, IN. Are you comfortable with the commute?
Experience:
- Management: 1 year (Preferred)
Work Location: Multiple Locations
