Help Desk Manager jobs in Fort Wayne, IN

Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)

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IT Help Desk Specialist
  • Ruoff Mortgage Company Inc
  • Fort Wayne, IN FULL_TIME
  • Description

    Position Summary

    The primary responsibility of this position is to provide excellent customer service and assistance to internal and remote users of company information resources. A help desk technician provides technical support and assistance, whether on the phone, in person, or remotely, related to computer systems, hardware, and software. The goal is to drive service success that improves customer satisfaction, maximizes customer retention and increases profitability.

    Essential Responsibilities

    • Serve as the first point of contact for customers seeking technical assistance over the phone, email, and ticketing system.
    • Uses a ticketing system to maintain records, logs, and reports of assistance.
    • Investigates/troubleshoots user problems and identifies their sources; determines possible solutions; tests and implements solutions.
    • Installs, configures, and maintains employee computers/laptops and related equipment, devices, and systems.
    • Perform remote troubleshooting through diagnostic techniques.
    • Follow-up and update customer status and information within the ticketing system
    • Pass on any feedback or suggestions by customers to the appropriate internal team.
    • Identify and suggest possible improvements on procedures to department Manager.
    • Maintains a professional image and standards consistent with company policies and procedures.
    • Responsible for a high level of confidentiality and security while handling company information; verbal and/or written documentation.
    • Performs other tasks as requested.

    Knowledge, Skills, and Abilities

    • Proven experience as a help desk technician or other customer support role
    • Ability to read, write, and communicate at a level consistent with the requirements of this position and to non-technical staff.
    • Ability to learn and support new systems and applications, and able to make good decisions and meet deadlines.
    • Tech savvy with working knowledge of office automation products, databases, and remote control
    • Good understanding of computer systems, mobile devices, and other tech products
    • Demonstrated ability to handle multiple projects and details simultaneously; holds self to a high level of quality.
    • Must be self-motivated and enthusiastic to obtain personal and company goals.
    • Ability to stay organized to easily retrieve information and documents as needed.
    • Must maintain knowledge and stay current in computer and network security systems, applications, procedures, and techniques.
    • Flexibility to adapt to peak periods of heavy workload and pressure.
    • Good problem-solving, analytical, and team-working skills

    Experience and Training

    • Associate degree in technical field, preferred or equivalent work experience.
    • JIRA Experience, preferred.
    • Minimum of two years’ relevant experience.
    • Mortgage or banking industry experience, preferred.
    • Preferred certifications; A , Net , CC, Microsoft MCSA
    • Must maintain industry standard training according to company policies.


    Requirements

    Physical Demands and Work Environment

    Physical Demands:

    • Mostly sedentary, however, while performing the duties of this job, the employee is occasionally required to walk; reach with hands and arms; stoop; talk and hear.
    • Extensive reading and computer use is expected more than 50% of the time. Receiving and expressing detailed information verbally, in person and by telephone is essential. Must be able to verbally communicate effectively with others.
    • Occasionally lift and/or move up to 40 pounds.
    • Regular attendance is necessary and essential to this position.

    Work Environment:

    • Professional office setting 


  • 24 Days Ago

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Help Desk Tech
  • EASTERSEALS
  • Fort Wayne, IN FULL_TIME
  • Pay Range: $17.51-$22.00, Site: Coldwater Road FW, Schedule: Monday-Friday 8a-5p, 40 hours per week with on-call rotation. Summary: The Help Desk Technician, Level 1 is an entry level position respons...
  • Just Posted

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Help Desk Technician
  • Creative Financial Staffing
  • Fort Wayne, IN FULL_TIME
  • THIS IS AN AD FOR A FUTURE OPENING Job Summary : Seeking a customer-focused Help Desk Support Specialist to provide prompt technical assistance. Resolve hardware, software, and network issues, documen...
  • Just Posted

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IT Help Desk Technician
  • Allstar Technologies
  • Fort Wayne, IN FULL_TIME
  • ABOUT THIS POSITION Allstar Technologies seeks an experienced IT professional who loves delighting people and tackling complex problems. You’re passionate about helping others, skilled at troubleshoot...
  • 3 Days Ago

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Technical Support Help Desk
  • Orion Innovation
  • Fort Wayne, IN FULL_TIME
  • Orion Innovation is a premier, award-winning, global business and technology services firm. Orion delivers game-changing business transformation and product development rooted in digital strategy, exp...
  • 9 Days Ago

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Help Desk Analyst
  • Lutheran Hospital of Indiana
  • Fort Wayne, IN FULL_TIME
  • Job Summary: Under the supervision of the Informatics Team Specialist and guidance of the Help Desk Team Lead, provides computer support to Lutheran Health Network staff in the utilization of hospital...
  • 9 Days Ago

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0 Help Desk Manager jobs found in Fort Wayne, IN area

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Sr IT Help Desk Technician
  • Allstar Technologies
  • Fort Wayne, IN
  • Job Description Job Description ABOUT THIS POSITION Allstar Technologies seeks an experienced IT professional who loves ...
  • 3/28/2024 12:00:00 AM

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IT Help Desk Technician
  • Allstar Technologies
  • Fort Wayne, IN
  • Job Description Job Description ABOUT THIS POSITION Allstar Technologies seeks an experienced IT professional who loves ...
  • 3/28/2024 12:00:00 AM

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Senior Principal Software Engineer, R&D (Remote or Hybrid)
  • Stryker
  • Fort Wayne, IN
  • Work Flexibility: Remote or Hybrid or Onsite Who We Are Stryker is seeking to hire a dedicated, hands-on Senior Principa...
  • 3/27/2024 12:00:00 AM

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Principal Software Engineer, R&D (Remote or Hybrid)
  • Stryker
  • Fort Wayne, IN
  • Work Flexibility: Remote or Hybrid or Onsite Who We Are Stryker is seeking to hire a dedicated, hands-on Principal Softw...
  • 3/27/2024 12:00:00 AM

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Principal Software Engineer (Hybrid)
  • BAE Systems
  • Fort Wayne, IN
  • **Job Description** Because this role involves a combination of collaborative/in-person and independent work, it will ta...
  • 3/26/2024 12:00:00 AM

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Copier Field Service Engineer
  • PERRY proTECH
  • Fort Wayne, IN
  • Job Description Job Description Have you ever wanted to be an Employee Owner? We are looking for a motivated and results...
  • 3/26/2024 12:00:00 AM

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Quality Engineer
  • BRC Rubber and Plastics Inc.
  • Fort Wayne, IN
  • Job Description Job Description POSITION SUMMARY: The Quality Engineer will take an active role in the implementation an...
  • 3/26/2024 12:00:00 AM

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Support Specialist (Bi-Lingual)
  • Intellectual Technology, Inc.
  • Fort Wayne, IN
  • Job Description Job Description Intellectual Technology, Inc. (ITI) is a leading provider of innovative, on-demand softw...
  • 3/26/2024 12:00:00 AM

Fort Wayne is a city in the U.S. state of Indiana and the seat of Allen County, United States. Located in northeastern Indiana, the city is 18 miles (29 km) west of the Ohio border and 50 miles (80 km) south of the Michigan border. With a population of 253,691 in the 2010 census, it is the second-most populous city in Indiana after Indianapolis, and the 75th-most populous city in the United States. It is the principal city of the Fort Wayne metropolitan area, consisting of Allen, Wells, and Whitley counties, a combined population of 419,453 as of 2011. Fort Wayne is the cultural and economic c...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Manager jobs
$98,008 to $129,381
Fort Wayne, Indiana area prices
were up 1.3% from a year ago

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