About this role
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.