Help Desk Supervisor

USIC; Indianapolis (IN); Hybrid; USD 55,000 - 75,000; Full time

Job summary

USIC, located in Indianapolis, Indiana, seeks a Helpdesk Supervisor to lead the day-to-day operations of the technical support helpdesk. You will oversee a team resolving hardware, software, and procedure issues submitted through tickets and live calls.

Responsibilities include prioritizing work, serving as escalation point, and guiding staff on technical skills and customer service standards. This role emphasizes process improvement and timely, high-quality issue resolution.

Qualifications

• Experience managing support issues through a ticketing platform and live phone calls.
• Hands-on troubleshooting for hardware and software, plus operating procedures.
• Ability to prioritize competing tasks in a fast-paced environment.

Responsibilities

• Supervise and coordinate helpdesk staff handling requests via ticketing system and live phone queues.
• Triage, assign, and monitor tickets to meet SLAs.
• Provide hands-on troubleshooting for hardware, software, and procedures.

Skills

Ticketing & calls management

Hardware troubleshooting

Software troubleshooting

SOPs & knowledge base

Team supervision

Communication skills

Multitasking & prioritization

Education

Associate's or Bachelor's in IT/CS

Tools

8x8

Zendesk

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).

Location and Hours

• This position is based in Indianapolis, IN. It will be 100% on‑site the first few weeks and then a hybrid schedule
• Candidate must be flexible to work either 1st or 2nd shift as needed
• Must be available for occasional on‑call or after‑hours support as business needs require.