Join Our Team as a 2nd Shift Help Desk Lead!

Location: Fort Wayne, INHours: Monday-Friday, 1:00 PM - 10:00 PM

Are you passionate about customer service and technology? We're seeking a dedicated 2nd Shift Help Desk Lead to lead our second shift operations! This role is crucial in ensuring seamless technical support for our public safety customers. If you thrive in a fast-paced environment and enjoy solving problems, this is the perfect opportunity for you! 

Key Responsibilities:

• Customer Support: Handle calls from our customers, ensuring top-notch service and support.
• Team Leadership: Schedule and implement training for second shift technicians, guiding them to excel.
• Continuous Improvement: Identify workflow enhancements and suggest tools for better efficiency.
• Escalation Point: Be the first point of contact for escalations from second shift team members.
• Collaboration: Develop strong relationships with internal teams and stakeholders.
• Issue Resolution: Analyze logs and reports to provide insights and work towards solutions.
• Mentorship: Teach and coach team members to enhance their service knowledge and skills.
• Ticket Management: Open and manage trouble tickets, ensuring timely resolution and communication.

Qualifications:

• Bachelor’s degree in IT or related field preferred.
• Minimum 2 years of customer service experience; supervisory experience preferred.
• Strong computer skills, including familiarity with Windows, Linux, and networking.
• Excellent communication skills with the ability to present technical information clearly.

Additional Requirements:

• Valid driver’s license.
• Willingness to participate in an on-call rotation and adjust hours as needed.
• Professional appearance and a commitment to a drug-free workplace.

Why Join Us?

• Be part of a dynamic team that values your input and professional growth.
• Work in an environment that prioritizes quality service and employee satisfaction.