• Service Desk Supervisor

    EnergyUnited (Statesville, NC)


    Service Desk Supervisor

     

    Statesville, NC

    Job Description

    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

     

    Skills & Requirements

    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.