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.

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 cross functional 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.

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 Fresh service, Jira Service Management, or similar.
• Understanding of incident, problem, and change management processes.

• 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…