Help Desk Supervisor: Hybrid Schedule, 1st/2nd Shift

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

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.