Helpdesk Supervisor

Position Summary The Helpdesk Supervisor leads the day-to-day operations of the utility company's technical support helpdesk, overseeing a team that resolves hardware, software, and operating procedure issues submitted through both a ticketing platform and live phone calls. This role ensures timely, high-quality resolution of end-user issues, sets team priorities, and serves as an escalation point for complex or time-sensitive problems affecting utility operations and customer service. Job Description The Helpdesk Supervisor leads the day-to-day operations of the utility company's technical support helpdesk, overseeing a team that resolves hardware, software, and operating procedure issues submitted through both a ticketing platform and live phone calls. This role ensures timely, high-quality resolution of end-user issues, sets team priorities, and serves as an escalation point for complex or time-sensitive problems affecting utility operations and customer service. Position Summary The Helpdesk Supervisor leads the day-to-day operations of the utility company's technical support helpdesk, overseeing a team that resolves hardware, software, and operating procedure issues submitted through both a ticketing platform and live phone calls. This role ensures timely, high-quality resolution of end-user issues, sets team priorities, and serves as an escalation point for complex or time-sensitive problems affecting utility operations and customer service. Key Responsibilities Supervise and coordinate helpdesk staff handling incoming support requests via ticketing system and live phone queues. Triage, assign, and monitor tickets to ensure timely resolution in accordance with service level agreements (SLAs). Provide hands-on troubleshooting and resolution support for hardware, software, and operating procedure-related issues. Serve as an escalation point for complex technical issues or calls that front-line staff cannot resolve. Monitor call volume, ticket queues, and team workload, adjusting staffing and priorities as needed throughout the day. Develop, document, and update standard operating procedures (SOPs) and knowledge base articles for common issues. Train, coach, and mentor helpdesk staff on technical skills, customer service standards, and platform usage. Manage daily standups to include evaluation of previous day’s performance, top trending issues, and setting goals for the current day Track and report on key helpdesk metrics (ticket volume, resolution time, call handling, customer satisfaction). Coordinate with other IT teams and departments on recurring issues, system outages, and process improvements. Ensure adherence to company policies, data security practices, and utility industry compliance requirements. Required Qualifications Demonstrated ability to manage support issues through a ticketing platform and via live phone calls simultaneously. Working knowledge of both hardware and software troubleshooting, as well as operating procedure-related support issues. Strong self-motivation with the proven ability to independently prioritize competing tasks in a fast-paced environment. Prior experience in a helpdesk, call center, or technical support role, including supervisory or lead responsibilities. Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users. Strong organizational skills and comfort managing multiple priorities and deadlines at once. High school diploma or equivalent required; Associate's or Bachelor's degree in IT, Computer Science, or related field preferred. Preferred Qualifications Experience with the 8x8 call platform. Experience with Zendesk ticketing software. Prior experience supporting a utility, municipal, or other regulated operational environment. Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation, HDI Support Center Supervisor). Work Environment & Location This position is based in Indianapolis, IN, and may require on-site presence to support in-person staff, hardware issues, and coordination with other departments. Standard business hours apply, with occasional flexibility required to support operational needs. Hours Must be available for both 1st and 2nd shifts. (6am-3pm and or 2pm-10pm). Availability for occasional on-call or after-hours support as business needs require. We are an Equal Opportunity Employer. Veterans are encouraged to apply. #J-18808-Ljbffr