Job Description
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.
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.
