> Markdown version of [/jobs/ext/2659413-helpdesk-supervisor](https://www.wearedevelopers.com/jobs/ext/2659413-helpdesk-supervisor). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Supervisor - **Company:** USIC, LLC - **Location:** Indianapolis, IN, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Data Security, Issue Tracking Systems, Software Troubleshooting, Break Fix, Os Ticket, Information Technology, Zendesk - **Published:** August 20, 2026 - **Apply:** https://www.disabledperson.com/jobs/74385871-helpdesk-supervisor ## About the Role * 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., * 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). ## Description 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., * 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., 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. 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