Helpdesk Supervisor

About the Role

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.

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 evaluate previous day’s performance, top trending issues, and set 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.

Requirements

• 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).

Schedule

This position is based in Indianapolis, IN, and requires on-site presence during standard business hours, with availability for both 1st and 2nd shifts (6am-3pm and/or 2pm-10pm). Occasional flexibility is required to support operational needs, including on-call or after-hours support as business needs require.