Helpdesk Team Lead — Tech Support & SLA Champion

USIC, LLC

Indianapolis (IN)

On-site

USD 55,000 - 85,000

Full time

9 days ago

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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.