Helpdesk Operations Lead
Reconnus
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Job summary
USIC, based in Indianapolis, IN, seeks a Helpdesk Supervisor to lead daily operations of the technical support desk, overseeing a team that handles hardware, software, and SOP issues. The role ensures timely, high-quality resolution of end-user issues, sets team priorities, and serves as an escalation point for complex problems affecting operations and customer service.
You will ensure SLAs are met, track metrics, train staff, and coordinate with other IT teams in a fast-paced, on-site
Qualifications
- Proven ability to manage support issues via ticketing and live calls.
- Strong hardware and software troubleshooting skills.
- Experience prioritizing tasks in a fast-paced environment.
Responsibilities
- Supervise 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 issues.
- Escalate complex issues as needed.
- Monitor call volume, queues, and workload; adjust staffing as needed.
- Develop and update SOPs and knowledge base articles.
- Train and mentor staff on technical skills and customer service.
- Lead daily standups and review performance metrics.
Skills
Education
Tools
Job description
USIC, based in Indianapolis, IN, seeks a Helpdesk Supervisor to lead daily operations of the technical support desk, overseeing a team that handles hardware, software, and SOP issues. The role ensures timely, high-quality resolution of end-user issues, sets team priorities, and serves as an escalation point for complex problems affecting operations and customer service.
You will ensure SLAs are met, track metrics, train staff, and coordinate with other IT teams in a fast-paced, on-site
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