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Help Desk Manager

Mainstream Fiber Networks
Nashville, IN
  • Expired: over a month ago. Applications are no longer accepted.
Job Description
About Mainstream Fiber, LLC:

Mainstream Fiber Networks is a homegrown Hoosier company dedicated to helping customers like you connect to a better life - at work, at home, or at play. Our mission is to provide fast, reliable, fiber optic internet to underserved areas across the Midwest.

Mainstream is founded on loyalty, community, customer service, commitment, and family. I feel honored to be a part of this journey and look forward to providing the internet connection you deserve.

Thank you,

Bryan Gabriel
CEO, Mainstream Fiber Networks


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

This position is optional work from home

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 as needed
Additional Notes:
  • 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

Mainstream Fiber Networks


Nashville, IN
47448 USA



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