Helpdesk Supervisor: IT Support Lead

USIC; Indianapolis (IN); On-site; USD 48,000 - 64,000; Full time

Job summary

USIC seeks a Helpdesk Supervisor in Indianapolis to lead the day-to-day technical support desk and guide a team resolving hardware, software, and SOP issues. The role emphasizes timely end-user resolutions, priority setting, and escalation handling.

Ideal candidates will manage ticket queues, mentor staff, and ensure adherence to SLAs while coordinating with IT peers. On-site presence is expected, with standard business hours and occasional after-hours support.

Qualifications

• Experience handling tickets and live calls to resolve end-user issues.
• Ability to set priorities and meet SLAs in a fast-paced environment.
• Proven leadership experience in supervising helpdesk staff.
• Strong problem-solving skills for hardware, software, and SOP issues.

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 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 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.

Skills

Ticketing system

Phone support

Leadership

Troubleshooting

SLA management

Communication

Education

High school diploma

Associate or Bachelor's in IT

Tools

8x8

Zendesk

Job description

USIC seeks a Helpdesk Supervisor in Indianapolis to lead the day-to-day technical support desk and guide a team resolving hardware, software, and SOP issues. The role emphasizes timely end-user resolutions, priority setting, and escalation handling.

Ideal candidates will manage ticket queues, mentor staff, and ensure adherence to SLAs while coordinating with IT peers. On-site presence is expected, with standard business hours and occasional after-hours support.