Help Desk Supervisor chez RESA Power

Position Summary

The Help Desk Supervisor oversees the daily operations of the IT support team responsible for providing technical assistance to employees. This role ensures timely resolution of hardware, software, and network issues, maintains high levels of customer satisfaction, and drives continuous improvement in IT support processes. The supervisor acts as a bridge between users and higher-level IT teams, ensuring efficient incident management and consistent service delivery.

Key Responsibilities:

   Leadership & Team Management

• Supervise, train, and mentor help desk employees to ensure high-quality support and professional growth.
• Schedule and assign daily workloads, ensuring adequate coverage for all shifts.
• Monitor team performance and key metrics (e.g., ticket resolution time, user satisfaction).
• Conduct regular team meetings to share updates and address challenges.

Technical Support Oversight

• Manage the ticketing system and ensure timely and accurate response to all user requests.
• Handle escalated complex issues and tickets.
• Oversee installation, configuration, and maintenance of user hardware, software, and peripherals.
• Ensure compliance with IT policies and security standards during troubleshooting and support activities.

Customer Service & Communication

• Promote a service culture that prioritizes responsiveness and communication.
• Handle escalated user complaints or sensitive support issues with professionalism.
• Collaborate with other IT teams to proactively address recurring technical problems.

Process & Continuous Improvement

• Develop and maintain documentation for help desk procedures and troubleshooting guides.
• Identify opportunities to streamline support processes and improve first-call resolution rates.
• Analyze support trends and recommend solutions for recurring issues or training needs.
• Participate in the development and implementation of IT service management initiatives.

Reporting & Administration

• Generate reports on help desk performance, ticket volume, and resolution metrics.
• Assist in preparing and managing help desk budgets and tools.
• Maintain asset inventory records and ensure proper tracking of hardware and software.
• Other duties as assigned.

Qualifications:

• Bachelor's degree in computer science, Information Technology, or related field; Minimum of 5 years of experience in IT, with at least 2 years in a leadership role.
• Proven experience in managing systems infrastructure and server environments
• Strong knowledge of current and emerging IT technologies and infrastructure best practices.
• Excellent leadership and communication skills, capable of mentoring teams and collaborating with leadership.

Who we are!

RESA Power is a dynamic, people first organization that prides itself on being the employer of choice in its industry! RESA is fortunate to have an extraordinarily talented group of people who take pride in everything they do! RESA Power has locations throughout the United States & Canada. We are a trusted service provider committed to ensuring the safety, performance, and compliance of electrical distribution systems. With a track record of long-term partnerships and excellence in customer experience for nearly a decade!

 Our Mission

Ensure reliable and safe mission-critical power across our customers’ electrical infrastructure lifecycle.

Our Vision

To be the premier, first-choice, trusted provider in the US and Canada for critical power services and products by delivering the best customer and employee experience in the industry.

Core Cultural Competencies

We do it right

• We pride ourselves on our integrity and expertise. We don’t cut corners.
• You perform job responsibilities safely, efficiently, and thoroughly all day, every day.
• You conduct yourself professionally, ethically, and honestly.
• You display sound judgment and decision-making skills. You avoid choosing courses of action that assume unreasonable risk to yourself or the Company.
• You are on time and preplan time off.
• You produce a quality product.

We are customer driven

• Our number one concern is our customers and our long-term relationships with them prove our dedication.
• You approach job responsibilities with enthusiasm, professionalism, and in a customer focused manner.
• You promote goodwill by handling all contacts (example: coworkers, management, vendors, customers, etc.) with respect, courtesy, cooperation, attentiveness and follow instructions from management.

We focus on growth

• We are dedicated to growing the company and our employees.
• You understand and apply your knowledge of techniques, policy, procedures, equipment, and skills involved in the job.
• You seek out new assignments and assume additional duties.
• You seek to expand your abilities (certifications, continuing ed, OTJ experience, etc.).

We solve problems

• Every day is different, so we need to be innovative, decision makers, flexible and adaptable.
• You efficiently and thoroughly complete assignments.
• You perform work assignments independently.
• You propose new ideas and find better ways of doing things.

We get it done

• We are efficient, reliable and no nonsense. We work hard, but we also play hard.
• You follow through on commitments in a timely way.
• You produce easily understandable and accurate reports that meet customer and/or Company expectations.
• You actively listen. You seek advice and help as appropriate.
• You can effectively deliver messages to a variety of individuals (RESA employees, vendors, customers, etc.).

We build strong relationships

• Our leaders are servant leaders. We provide you with the support of a well-run company, but the connectedness of a family.  We collaborate with each other and our customers.
• You collaborate to create the best solutions for each other and our customers.
• You build strong relationships within the team, across RESA departments and locations and with customers and vendors.

Additional Information

Travel: 10%

Location: Houston,TX

Compensation: $64,071.07 to $89,700.00 USD

Relocation:  No relocation for this role. 

Benefits: Full benefits including medical, dental, vision, company-paid life insurance, matching 401k,  

Application Details: The position will stay open until filled - seeking one FTE. Apply via job postings on job boards or from the company website. 

Physical Demands: Occasionally lifting a maximum of 50lbs.  Position sits completing computer and phone work.

RESA Power is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.