Hybrid IT Help Desk Supervisor - Lead & Elevate Support

Intact Insurance Specialty Solutions; Canton (MA); Hybrid; USD 110,000 - 130,000; Full time

Benefits offered by this job

Medical insurance

PTO

401(k)

Mental health support

Parental leave

Flexible benefits

Job summary

Intact Insurance Specialty Solutions seeks an IT Help Desk Supervisor to join our Corporate IT team in a hybrid role across Canton, MA; Farmington, CT or Raleigh, NC offices. The supervisor leads a high-volume US Enterprise Support Center, guiding staffing, service levels, and customer satisfaction.

The role requires 5+ years in a help desk or service desk, prior supervisory experience, and proficiency with ITSM processes and Jira Service Management.

Qualifications

• 5+ years in a help desk/service desk or customer support environment, with at least 1 year in a team lead or supervisory role.
• Experience in high-volume call centers or service desks.
• Experience with ITSM processes: incident, service request, escalation, SLAs, reporting, knowledge management.
• Experience using ticketing or ITSM platforms to manage queues, tickets, dashboards, metrics, and knowledge bases.
• Experience with Atlassian Jira Service Management.
• Strong coaching and documentation improvement abilities.
• Understanding of call and ticket volume patterns and staffing planning.
• ITIL Foundation certification or equivalent preferred.

Responsibilities

• Lead US Enterprise Support Center operations, including staffing, schedules, and queue management.
• Monitor call activity, service desk queues, incidents, service requests, and ticket aging.
• Ensure timely, accurate and customer-focused support across channels (phone, email, portal, alerts).
• Coach staff on quality, categorization, troubleshooting steps and communications.
• Provide timely coaching and performance feedback based on data and reviews.
• Develop shift schedules and staffing plans to align with volume and SLAs.
• Coordinate escalations and major incidents per incident management procedures.
• Collaborate with infrastructure, security, vendors and business teams to improve escalation quality.

Skills

Team leadership

Customer service

IT help desk operations

Call center metrics

Workforce scheduling

Quality coaching

ITSM processes

Ticketing systems

Education

ITIL Foundation certification

Bachelor's degree in IT or related field

Tools

Jira Service Management

Job description

Intact Insurance Specialty Solutions seeks an IT Help Desk Supervisor to join our Corporate IT team in a hybrid role across Canton, MA; Farmington, CT or Raleigh, NC offices. The supervisor leads a high-volume US Enterprise Support Center, guiding staffing, service levels, and customer satisfaction.

The role requires 5+ years in a help desk or service desk, prior supervisory experience, and proficiency with ITSM processes and Jira Service Management.