Help Desk Supervisor

Badger Meter - Where Every Drop Counts and So Do You At Badger Meter, we're more than a leading global water technology company - we're innovators with a mission: to preserve and protect the world's most precious resource. For over 120 years, our trusted solutions have enabled our customers to optimize the delivery and use of water, maximize revenue and reduce waste. Every employee at Badger Meter is an important part of our success. Here, your work doesn't just move a business forward - it shapes a more sustainable future. We are committed to building a workplace where we celebrate differences, empower voices, and encourage fresh ideas that drive innovation. When you join us, you'll find: Purpose-driven work that makes a real difference in communities around the globe. Career growth and development opportunities designed to help you achieve your potential. A supportive, inclusive culture where collaboration and creativity thrive. Be part of something bigger. At Badger Meter, your contributions will ripple far beyond the workplace - creating lasting change for people and the planet. What You Will Contribute: 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. Job Duties: 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. Education and Experience: 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. Qualifications: 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. Working Conditions: 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. Working Conditions: Work is performed in an office environment and requires the ability to operate standard office equipment. Work is performed in close proximity to others. Physical Demands: Must be able to sit for prolonged periods of time. Requires prolonged periods of talking/listening. Competitive Total Rewards at Badger Meter: Competitive Pay Annual Bonus Eligible for Annual Pay Increases Comprehensive Health, Vision, and Dental Coverage 15 days Paid Time Off + 11 Paid Holidays Two Ways to Save for Retirement: Badger Meter contributes 25 cents for every dollar you contribute to the plan, up to 7% of your eligible compensation. In addition to the match, the company will also contribute 5% of your eligible compensation to your Defined Contribution account on an annual basis. Additional access to a certified financial planner to help ensure your money is working for you, at no cost! Employer Paid benefits including: Employee Assistance Program (EAP), Basic Group Life Insurance, Short Term Disability, and more Educational Assistance – Tuition Reimbursement up to $5,250 Voluntary benefits including : Additional Life Insurance, Long Term Disability, Accident and Critical Illness coverage Health Savings Account (HSA) & Flexible Spending Account (FSA) options An Equal Opportunity/Affirmative Action Employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Applicants can learn more about their rights regarding equal opportunity in employment by viewing the federal "EEO is the Law" poster and the “EEO is the Law” poster supplement at Badger Meter complies with all aspects of the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local disability laws. This means that we will reasonably accommodate qualified employees with a disability if accommodation would allow them to perform the essential functions of their job, unless doing so would create an undue hardship. Privacy Statement The Employee and Applicant Privacy Statement describes how we collect, use, share, retain, and safeguard applicant information. Please see the privacy statement on our website here .