What are the responsibilities and job description for the Service Desk Supervisor position at EnergyUnited?
About the Role
EnergyUnited EMC is seeking a Service Desk Supervisor to lead and continuously improve our IT Service Desk operations. This role is responsible for service delivery planning, staff leadership, process development, and ensuring a high-quality end-user experience across the organization. The ideal candidate is a hands-on IT leader with strong customer service instincts, technical expertise, and experience managing service desk teams and workflows.
This position reports to the Manager of Information Technology Services and Analytics Group and plays a key role in service management, change management, and operational excellence.
Key Responsibilities
Service Desk Leadership & Operations
- Lead, coach, train, and mentor Service Desk Analysts to ensure excellent customer service and issue resolution
- Oversee incoming calls, emails, and tickets to ensure timely, courteous, and effective support
- Plan staffing, system capacity, and resource utilization to meet service demands
Service Management & Process Improvement
- Develop, manage, and enforce Service Level Agreements (SLAs)
- Create and maintain policies and procedures for incident, request, escalation, and change management
- Identify service gaps and implement solutions to improve performance and user experience
- Ensure configuration and change records are properly maintained in change management systems
Change & Release Management
- Coordinate change planning, testing, and implementation
- Evaluate change requests for business and IT impact
- Participate in Change Advisory Board (CAB) meetings to minimize service disruption
Technology, Budgeting & Strategy
- Identify and recommend tools and software to enhance service management capabilities
- Prepare budget proposals and monitor operational expenditures
- Support purchasing, deployment, and lifecycle management processes
Training & User Experience
- Develop and implement end-user training programs to improve computer literacy and self-sufficiency
- Communicate and promote the organization’s IT service vision to stakeholders
On-Call & Support Coverage
- Participate in the IT on-call rotation and remote site visit schedule
- Be available during major storms, outages, and adverse weather conditions
North Carolina’s largest electric cooperative, EnergyUnited, delivers reliable energy and services that improve the quality of life for our customers and communities. We invite you to join our team if you possess the qualities on which we’ve based our success for over 60 years – Safety, Integrity, Commitment and Excellence.
EnergyUnited offers a comprehensive benefit package.
EnergyUnited is an Equal Opportunity – Affirmative Action Employer
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Required Qualifications
Education & Certifications
- High school diploma or equivalent (required)
- Associate degree in Business Administration, Computer Science, CIS, or related field (preferred)
- CompTIA A and Network or equivalent certifications (preferred)
Experience
- 4 years in a Service Desk or Help Desk role
- 5 years supporting enterprise-class networks and end users
- Experience managing or leading service desk or call center operations
Technical Skills
- Strong experience with modern Windows client operating systems
- Above-average knowledge of networking fundamentals and physical cabling (Ethernet patch panels, jacks, plugs)
- Experience with service desk systems such as Dell KACE, ManageEngine, or similar
- Familiarity with IT service and deployment frameworks (ITIL 4, Agile, EDM, etc.)
Other Requirements
- Valid North Carolina driver’s license with a good driving record
- Ability to work a standard schedule (8:00 a.m. – 5:00 p.m.) with flexibility for irregular hours as needed
Work Environment & Physical Requirements
- Primarily sedentary office work with extensive computer use
- Occasional lifting of up to 25 pounds and use of ladders for storage access
- Occasional travel between office locations
- Participation in storm and outage response activities, which may involve exposure to adverse weather conditions
Residency Requirement
Employees must reside within one of the nineteen counties served by EnergyUnited EMC or within a 40-mile road radius of any EnergyUnited EMC office.
Why EnergyUnited
EnergyUnited EMC is a member-focused electric cooperative committed to safety, reliability, and service excellence. We offer a collaborative work environment, long-term stability, and the opportunity to support essential services that make a real impact in our communities. At EnergyUnited, your work matters—especially when it matters most.