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 vol...