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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Supervisor - **Company:** Badger Meter, Inc. - **Location:** Milwaukee, WI, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, JIRA, ServiceNow IT Service Management, Information Technology, Deployment Automation - **Published:** August 28, 2026 - **Apply:** https://badgermeter.wd5.myworkdayjobs.com/US_CareerSite/job/US---WI---Milwaukee-HQ/Help-Desk-Supervisor_4567 ## About the Role * Associate's or Bachelor's degree in Information Technology, Computer Science or a related field is preferred. * 5+ years of experience in IT support, Service Desk or Help Desk operations. * 2+ years of leadership or supervisory experience preferred., * Strong knowledge of Windows operating systems and end-user computing technologies. * Experience with Active Directory, Microsoft 365, device management solutions, and endpoint deployment tools. * Familiarity with ITSM platforms such as Freshservice, Jira Service Management, or similar. * Understanding of incident, problem, and change management processes. ## Description The Service Desk Supervisor is responsible for leading the day-to-day operations of the IT Service Desk and ensuring the delivery of exceptional technical support to end users. This role supervises Service Desk staff, manages service requests and incident workflows, monitors service level performance, and drives continual improvement of support processes and customer satisfaction. The Service Desk Supervisor serves as a key escalation point for complex technical issues while fostering a customer-focused culture and maintaining high levels of service excellence., * Supervise, coach, mentor and develop Service Desk memebers. Foster a positive, collaborative, and customer-centric team environment. * Establish schedules, priorities, and workload distribution to ensure adequate support coverage. * Conduct performance reviews and provide ongoing feedback and development opportunities. Coordinate onboarding and training for new Service Desk personnel. * Oversee daily Service Desk operations, ensuring timely resolution of incidents and service requests. Monitor ticket queues and ensure compliance with established service level agreements (SLAs). * Act as an escalation point for complex or high-priority technical issues. Handle escalated customer concerns in a professional and timely manner. Develop and maintain escalation procedures and knowledge base documentation. * Analyze ticket trends and implement corrective and preventive measures to reduce recurring issues. * Identify opportunities to improve Service Desk efficiency, effectiveness, and customer experience. Develop and implement standards, procedures, and best practices for technical support. Recommend and implement process automation where appropriate. * Maintain accurate reporting and metrics related to ticket volume, resolution times, SLA compliance, and customer satisfaction. * Oversee administration and maintenance of IT ticketing system. * Ensure accurate inventory management of end-user devices and related technology assets. Assist with desktop lifecycle management, hardware deployment, and software provisioning. * Collaborate with infrastructure, security, and application teams to resolve crossfunctional issues. * Ensure delivery of outstanding customer service to all employees and business partners. Communicate effectively with users regarding incidents, outages, and service requests. * Promote proactive support and user education initiatives., * Execution: Ensuring others contribute to organization strategies by focusing them on the most critical priorities; measuring progress and ensuring accountability against those metrics. * Aligning Performance for Success: Focusing and managing individual performance by helping others set performance goals, and then tracking results and evaluating performance effectiveness. * Coaching: Engaging an individual in developing and committing to an action plan that targets specific behaviors, skills or knowledge needed to ensure performance improvement or prepare for success in new responsibilities. * Decision Making: Identify and understand problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choose the best course of action by establishing clear decision criteria, generating, and evaluating alternatives, and making timely decisions; take action that is consistent with available facts and constraints and optimizes probable consequences. * Delegation and Empowerment: Identifying and leveraging opportunities to accelerate results and build capability by assigning tasks and decision-making responsibilities to individuals or teams with clear boundaries, expectations, support, and follow-up. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Should Tech Managers Be Developers First? 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