Helpdesk Supervisor

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...