Helpdesk Supervisor

USIC, LLC; Indianapolis (IN); On-site; USD 55,000 - 85,000; Full time

Job summary

USIC, LLC is seeking a Helpdesk Supervisor to lead the day-to-day operations of its technical support helpdesk in Indianapolis. You will oversee a team handling hardware, software, and procedure issues submitted via ticketing and live calls, ensuring timely, high-quality resolutions.

You will triage, assign, and monitor tickets, provide hands-on troubleshooting, and serve as an escalation point for complex problems. Expect to monitor workloads, train staff, and maintain SOPs and KPIs.

Qualifications

• Experience managing tickets and live calls concurrently.
• Hardware and software troubleshooting knowledge.
• Ability to prioritize tasks in a fast-paced environment.
• Experience in a supervisory or lead role.
• Strong verbal and written communication skills.
• Organizational skills with multiple priorities and deadlines.

Responsibilities

• Supervise helpdesk staff and manage incoming requests via ticketing and phone queues.
• Triage and monitor tickets to meet SLAs.
• Provide hands-on troubleshooting for hardware, software, and procedures.
• Escalate complex issues as needed.
• Track metrics like ticket volume and resolution time.
• Develop and update SOPs and knowledge base.
• Train and mentor staff on technical skills and customer service.
• Coordinate with IT teams on outages and improvements.
• Ensure compliance with policies and data security.

Skills

Ticketing system

Hardware troubleshooting

Software troubleshooting

Customer service

Team supervision

SLA management

Communication

Training & coaching

Education

Associate's degree in IT

Bachelor's degree in IT

High School Diploma

Tools

Zendesk

8x8 call platform

ITIL Foundation

Job description

Job Description:

Position Summary

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).

Work Environment & Location

This position is based in Indianapolis, IN, and may require on-site presence to support in-person staff, hardware issues, and coordination with other departments. Standard business hours apply, with occasional flexibility required to support operational needs.

Hours:

• Must be available for both 1st and 2nd shifts. (6am-3pm and or 2pm-10pm).
• Availability for occasional on-call or after-hours support as business needs require.

We are an Equal Opportunity Employer. Veterans are encouraged to apply.