Help Desk Supervisor

Job Duties

• Supervise, coach, mentor and develop Service Desk members.
• Foster a positive, collaborative, and customer-centric team environment.
• Establish schedules, priorities, and workload distribution to ensure adequate support coverage.
• Conduct performance reviews and provide ongoing feedback and development opportunities.
• Cook upboarding and training for new Service Desk personnel.
• Oversee daily Service Desk operations, ensuring timely resolution of incidents and service requests.
• Monitor ticket queues and ensure compliance with established service level agreements (SLAs).
• Act as an escalation point for complex or high-priority technical issues.
• Handle escalated customer concerns in a professional and timely manner.
• Develop and maintain escalation procedures and knowledge base documentation.
• Analyze ticket trends and implement corrective and preventive measures to reduce recurring issues.
• Identify opportunities to improve Service Desk efficiency, effectiveness, and customer experience.
• Develop and implement standards, procedures, and best practices for technical support.
• Recommend and implement process automation where appropriate.
• Maintain accurate reporting and metrics related to ticket volume, resolution times, SLA compliance, and customer satisfaction.
• Oversee administration and maintenance of IT ticketing system.
• Ensure accurate inventory management of end-user devices and related technology assets.
• Aid in desktop lifecycle management, hardware deployment, and software provisioning.
• Collaborate with infrastructure, security, and application teams to resolve cross-functional issues.
• Ensure delivery of outstanding customer service to all employees and business partners.
• Communicate effectively with users regarding incidents, outages, and service requests.
• Promote proactive support and user education initiatives.

Qualifications

• Strong knowledge of Windows operating systems and end-user computing technologies.
• Experience with Active Directory, Microsoft 365, device management solutions, and endpoint deployment tools.
• Familiarity with ITSM platforms such as Freshservice, Jira Service Management, or similar.
• Understanding of incident, problem, and change management processes.

Working Conditions

• Execution: Ensuring others contribute to organization strategies by focusing them on the most critical priorities; measuring progress and ensuring accountability against those metrics.
• Aligning Performance for Success: Focusing and managing individual performance by helping others set performance goals, and then tracking results and evaluating performance effectiveness.
• Coaching: Engaging an individual in developing and committing to an action plan that targets specific behaviors, skills or knowledge needed to ensure performance improvement or prepare for success in new responsibilities.
• Decision Making: Identify and understand problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choose the best course of action by establishing clear decision criteria, generating, and evaluating alternatives, and making timely decisions; take action that is consistent with available facts and constraints and optimizes probable consequences.
• Delegation and Empowerment: Identifying and leveraging opportunities to accelerate results and build capability by assigning tasks and decision-making responsibilities to individuals or teams with clear boundaries, expectations, support, and follow-up.

Total Rewards

• Competitive Pay
• Annual Bonus
• Eligible for Annual Pay Increases
• Comprehensive Health, Vision, and Dental Coverage
• 15 days Paid Time Off + 11 Paid Holidays
• Two Ways to Save for Retirement: Badger Meter contributes 25 cents for every dollar you contribute to the plan, up to 7% of your eligible compensation. In addition to the match, the company will also contribute 5% of your eligible compensation to your Defined Contribution account on an annual basis.
• Additional access to a certified financial planner to help ensure your money is working for you, at no cost!
• Employer Paid benefits including: Employee Assistance Program (EAP), Basic Group Life Insurance, Short Term Disability, and more
• Education Assistance – Tuition Reimbursement up to $5,250
• Voluntary benefits including: Additional Life Insurance, Long Term Disability, Accident and Critical Illness coverage
• Health Savings Account (HSA) & Flexible Spending Account (FSA) options

Equal Opportunity/Affirmative Action Employer

• This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
• Applicants can learn more about their rights regarding equal opportunity in employment by viewing the federal "EEO is the Law" poster and the “EEO is the Law” poster supplement at http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm.

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