IT Help Desk Supervisor (Hybrid)

Intact Specialty Solutions•Canton, MA

5d•Hybrid

About The Position

At Intact Insurance Specialty Solutions, we are experts in protecting what makes businesses unique. Our deep understanding of the specialty insurance market forms the foundation for our customized solutions, supported by targeted risk control and claims services. Our employees are passionate about providing insurance coverage aligned with our targeted customer groups. Intact’s Global Specialty Lines business operates across more than 20 verticals in four distinct markets: U.S., Canada, UK, and Europe. This opportunity is for our U.S. team. We are seeking an IT Help Desk Supervisor to join our Corporate IT team, working a hybrid schedule from our Canton, MA; Farmington, CT, or Raleigh, NC offices. The IT Help Desk Supervisor will lead the day-to-day operations, performance, and service quality of the US Enterprise Support Center (help desk). This role involves supervising help desk staff, monitoring operational performance, ensuring efficient and accurate handling of incidents and service requests, and fostering a customer-centric culture of accountability, continuous improvement, and operational excellence. The supervisor will provide coaching, performance feedback, queue oversight, escalation support, staffing coordination, and reporting to ensure service levels, customer experience, and departmental objectives are consistently met.

Requirements

At least 5 years of experience in a help desk, service desk, technical support, or customer support environment, preferably with at least 1 year of team lead or supervisory experience.
Experience managing or supporting ITSM processes, including incident management, service request management, escalation management, SLAs, reporting, and knowledge management.
Experience using a ticketing or ITSM platform to manage queues, tickets, workflows, dashboards, metrics, and knowledge articles.
Experience with Atlassian Jira Service Management.
Experience reviewing ticket quality, coaching support staff, and improving documentation, routing, troubleshooting, and customer communication standards.
Understanding of call and ticket volume patterns, workload forecasting, staffing coverage, and how to plan resources around business needs and service levels.

Nice To Haves

ITIL Foundation certification or experience applying ITIL/ITSM best practices preferred.

Responsibilities

Manage day-to-day oversight of the US Enterprise Support Center, including monitoring call activity, service desk queues, alerts, incidents, service requests, problems, ticket aging, backlog, and workload distribution.
Ensure timely, accurate, and customer-focused support across all intake channels, including phone, email, portal, monitoring alerts, and other approved service channels.
Monitor service performance against established metrics and service levels, including SLA compliance, first-contact resolution, response and resolution times, ticket aging, reopen rates, abandonment rate, average speed of answer, customer satisfaction, and ticket documentation quality.
Review tickets for quality, completeness, categorization, prioritization, troubleshooting steps, routing accuracy, resolution notes, and customer communication; coach staff when standards are not met.
Use operational data, monitoring tools, quality reviews, customer feedback, and observed support interactions to provide timely coaching, mentoring, and performance feedback to help desk team members.
Support the professional development of team members through ongoing coaching, training, performance management, goal setting, and reinforcement of technical, procedural, and customer service expectations.
Develop and maintain shift schedules, daily coverage plans, and staffing assignments to align resources with call and ticket volume, service contracts, business priorities, and SLA requirements; assign, adjust, and maintain agent call queue skills, skill levels, and queue membership to match staffing to demand, and make real-time adjustments during peak volume, coverage gaps, unplanned absences, outages, and rising wait or abandonment rates.
Coordinate escalations and major incident support in accordance with established incident management procedures, including timely documentation, communications, handoffs, and follow-up with resolver teams.
Partner with infrastructure, application, security, vendor, and business teams to improve escalation quality, reduce handoff delays, and support timely resolution of customer issues.
Identify recurring issues, process gaps, training needs, and knowledge deficiencies; recommend and support improvements that reduce repeat contacts and improve service consistency.
Maintain and improve knowledge articles, standard operating procedures, troubleshooting guides, templates, and call scripts to strengthen first-contact resolution and ensure consistent support delivery.
Prepare and communicate operational reporting on service desk performance, accomplishments, risks, staffing, trends, improvement opportunities, and project or program milestones.
Act as back-up when needed to provide US Enterprise Support Center customer assistance.
Continued service improvement including backlog, measurable targets, reporting on results.