Jon Glover Email & Phone Number

Fort Wayne, Indiana, United States

United States

Provide 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 field calls and tickets, improves 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. 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

Fort Wayne, Indiana Area

Fort Wayne, Indiana, United States

Fort Wayne, Indiana, United States

CAT3/CAT5/CAT6/Fiber Optics/Alarm/ Phone / AV Wiring Installation * Lead installation team to meet customer specifications * Design on-site solutions to project needs * Coordinate equipment and supplies required for job* Train new employees on standards and best practices* Perform quality checks to ensure standards were met

Fort Wayne, Indiana Area

CAT3/CAT5/CAT6/Fiber Optics/Alarm/ Phone / AV Wiring Installation * Worked with service lead and project managers to meet customer deadlines.