Job Description:
Location: Indianapolis, IN
Schedule: 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.
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.
- 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, preferred
- Experience with Zendesk ticketing software, preferred.
- Prior experience supporting a utility, municipal, or other regulated operational environment.
- Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation, HDI Support Center Supervisor), preferred.
We are an Equal Opportunity Employer. Veterans are encouraged to apply.
