Help Desk Supervisor

This is your opportunity to work for an Employer of Choice and play an integral role in our employee workplace culture. Cedar Falls Utilities is currently recruiting for a full-time Help Desk Supervisor to join our Customer Service & Business Development department. This position is responsible tor supervising the day-to-day operations of the Help Desk and providing high-level technical customer support service to CFU subscribers of commercial and residential Internet, TV, and phone products.

CFU takes pride in finding people that align with our core values of Customer Focus, Ethical & Responsible Behavior, Innovation, and Employee Teamwork & Personal Growth and actively want to help maintain our reputation of being a trusted provider of utility services. The Help Desk Supervisor works under general supervision of the Marketing & Sales Manager.  

Interested applicants should submit completed applications by Sunday, August 10, 2025 at 11:59PM.

Once your application has been completed, you will receive an email acknowledging the submission has been successfully completed. After the posting comes down, the hiring team will review all applications, and you will be notified either way if you are selected for further steps in the hiring process. Please ensure all contact information is kept up to date.

Compensation & Benefits

• Full-time, FLSA Exempt position.
• Starting wage is based upon individual qualifications. $71,450 - $97,990.  
• Typical work schedule is Monday - Friday, 7:30am - 4:30pm with an hour lunch.
• Full-time benefits package including IPERS retirement benefits, health, dental, vision and life insurance. Click here for more information on CFU's benefits.
  • Health, Dental, Vision (Single or Family) – Eligible 1st of the Month Following 30 Days of Hire Date
  • Paid Vacation, Holidays, Sick Days, Bereavement Leave, and Flexible Days
  • IPERS and 457 Retirement
  • EAP Services Free to CFU Employees and Immediate Family Members
  • Educational Assistance and Professional Development
  • Employee Wellness Program and Onsite Fitness Center
  • Employee Recognition Program – Service Anniversaries
  • Public Service Loan Forgiveness (PSLF) Employer

• Provides supervision to the Help Desk department staff including but not limited to hiring, training, performance evaluations and assistance with questions. Oversees the daily operations and makes daily task assignments of the Help Desk. Responsible for high level support of daily communication operations calls. Provides technical support to phone, cable TV and internet business and residential customers. Required to perform on-call duties as needed.
  
• Responsible for staffing and ensuring that employees are trained and working in a professional matter. Creates and maintains schedules of Help Desk employees and training programs. Assists with escalated service requests from customers and employees and disseminates technical information to staff. Troubleshoots customer calls and support tickets in an efficient and professional manner.
  
• Responsible for training staff on implementation and usage of any new or updated application used by the Help Desk to manage services and troubleshoot problems for customers. Train and coach Help Desk employees on customer service skills, including periodic call coaching exercises.
  
• Participates in planning and coordination meetings that may involve Help Desk support responsibilities.
  
• Oversees weekly reports concerning updating customer records and provisioning to assure they are completed properly and timely.
  
• Monitors and evaluates call metrics and quality performance using reporting and survey tools. Prepares reports as required.
  
• Assists Communication Operations staff with system management and end user support as well as special projects necessary.
  
• Responsible for maintaining a positive work atmosphere by leading, acting and communicating in a manner that promotes positive relations with customers, co-workers and management.

Education:

• High School diploma or equivalent.

Experience:

• Three years customer service, help desk, and leadership experience.

Knowledge, Skills and Abilities:

• Knowledge of: Operation and setup of personal computers, network protocols, all Windows and MAC operating systems, Internet technology, Windows, new software releases and updates, JAVA, HTML, Ethernet cards, firewalls, modems, anti-virus software, routers, hubs, set-top boxes and switches.

• Ability to: Provide excellent customer service; sustain cooperative relationships with co-workers while maintaining a high level of professionalism; responsibly lead other employees and make decisions in the absence of the Manager; effectively deal with upset customers; effectively utilize critical thinking and problem solving skills when dealing with all aspects of the job; prioritize; multi-task and maintain organization and timely completion of assignments as instructed; carry out work assignments as instructed; utilize computer databases and software; maintain accurate records; and communicate effectively both verbally and in writing.

Physical Tasks and Environmental Conditions:

• Work involves sedentary to light work in an office setting. There is frequent need to stand, stoop, walk, sit, lift light objects (up to 10 pounds) and perform other similar actions during the course of the workday. Employee accommodations for physical or mental disabilities will be considered on a case-by-case basis.

Pre-employment drug screen and physical is required.