Hybrid IT Help Desk Supervisor — Lead & Elevate Support

Intact Insurance U.S.; Canton (MA); Hybrid; USD 110,000 - 130,000; Full time

Benefits offered by this job

Bonus potential

Comprehensive benefits

Flexible work options

Job summary

Intact Insurance Specialty Solutions invites applications for an IT Help Desk Supervisor to lead our Enterprise Support Center. The role oversees a high-volume IT help desk, coaching staff, managing queues, and driving service levels across multiple offices in a hybrid setup.

The candidate will manage staffing, escalation processes, and performance metrics while partnering with infrastructure, security, and business teams to deliver timely, quality support in a fast-paced environment.

Qualifications

• 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 operations within a call center, contact center, or high-volume service desk environment.
• 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.
• ITIL Foundation certification or experience applying ITIL/ITSM best practices preferred.

Responsibilities

• Manage US Enterprise Support Center operations including inbound call volume, service levels, average speed of answer, abandonment rates, schedule adherence, occupancy, queue performance, and workforce coverage.
• Monitor 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.
• Prepare and communicate operational reporting on service desk performance, accomplishments, risks, staffing, trends, improvement opportunities, and project milestones.

Skills

Team leadership

Customer service

ITSM processes

Incident management

Jira Service Management

SLA management

Coaching

Resource planning

Education

ITIL Foundation certification

Tools

Jira Service Management

Job description

Intact Insurance Specialty Solutions invites applications for an IT Help Desk Supervisor to lead our Enterprise Support Center. The role oversees a high-volume IT help desk, coaching staff, managing queues, and driving service levels across multiple offices in a hybrid setup.

The candidate will manage staffing, escalation processes, and performance metrics while partnering with infrastructure, security, and business teams to deliver timely, quality support in a fast-paced environment.