Hybrid IT Help Desk Supervisor — Lead High-Volume Support

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

Benefits offered by this job

Medical, dental, and vision insurance

Paid time off

401(k) savings and contributions

Mental health support

Life and disability insurance

Parental leave

Voluntary benefits

Job summary

Intact Insurance Specialty Solutions in Canton, MA, is seeking an IT Help Desk Supervisor to lead our US Enterprise Support Center. This hybrid role supports a high-volume, Tier 1 tech help desk across multiple offices, including Canton, Farmington, and Raleigh.

You will coach staff, manage queues, monitor service levels, and partner with IT teams. Requirements include 5+ years in help desk, Jira Service Management, and ITIL familiarity, with prior supervisory experience preferred.

Qualifications

• 5+ years in help desk or service desk environments, with at least 1 year in a supervisory role.
• Experience operating in high-volume call centers or service desks.
• Proficient with ITSM processes: incident, service requests, escalation, SLA reporting, knowledge management.
• Experience using ticketing systems to manage queues, workflows, dashboards, and metrics.
• Experience with Jira Service Management.

Responsibilities

• Lead US Enterprise Support Center operations including call volume, SLA, and staffing.
• Oversee queues, incidents, requests, problems, aging, and workload distribution.
• Ensure timely, accurate support across phone, email, portal, and alerts.
• Monitor metrics like first contact resolution and customer satisfaction.
• Coach staff on quality, routing, and documented procedures.
• Provide coaching and performance feedback to the team.
• Develop shift schedules and staffing plans to meet SLA.
• Coordinate escalations and major incidents per incident mgmt procedures.
• Collaborate with infrastructure, security, vendors, and business teams to improve escalation quality.
• Identify recurring issues and drive process improvements.
• Maintain knowledge articles, SOPs, templates, and call scripts.
• Prepare operational reporting on desk performance and milestones.
• Act as back-up to provide US Enterprise Support Center assistance.
• Drive continuous service improvement and backlog reduction.

Skills

IT leadership

Incident management

Jira Service Management

Service desk

Call center operations

Staff scheduling

Coaching

KPIs & metrics

Knowledge management

Customer service

Education

ITIL Foundation certification

Tools

Jira Service Management

ITSM platforms

Job description

Our employees are at the heart of what we do: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you are bringing this purpose to life alongside a passionate community.

Feel empowered to learn and grow while being valued for who you are. At Intact, we commit to supporting you in reaching your goals with tools, opportunities, and flexibility. It’s our promise to you.

Who we are

At Intact Insurance Specialty Solutions, we are experts at what we do in protecting what makes businesses unique. Our deep understanding of the specialty insurance market is the foundation for our customized solutions, backed by targeted risk control and claims services. Our employees are passionate about providing insurance coverage that’s aligned to our targeted customer groups.

Intact’s Global Specialty Lines business spans across more than 20 verticals in four distinct markets: U.S., Canada, UK and Europe. The following opportunity is for our U.S. team.

The opportunity

We currently have an opportunity for an IT Help Desk Supervisor to join our Corporate IT team in our Canton, MA; Farmington, CT or Raleigh, NC offices on a hybrid schedule. The US Enterprise Support Center (help desk) operates as a high-volume contact center providing Tier 1 technical support. The IT Help Desk Supervisor is responsible for leading a team of support representatives in a metrics-driven environment, ensuring service levels, call handling performance, queue performance, customer satisfaction, and operational efficiency objectives are consistently achieved. The role requires active management of staffing, call volume, ticket queues, workforce scheduling, service metrics and quality assurance activities. Some of the IT Help Desk Supervisor responsibilities include but are not limited to:

• 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.
• 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.

Education and Experience:

• 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.

Our salary ranges are determined by many factors including location, role, experience and skillset of the candidate. The following ranges displayed reflect the target base salary for new hires; however, your recruiter will provide more specific compensation details during the hiring process. The typical base salary range for this position is: $88,000 - $125,000 based on the factors aforementioned. For candidates located in San Francisco, CA; Washington DC; our Massachusetts based offices and the New York City metro area, the base salary range is $110,000 - $130,000. In addition to base salary, full time Intact employees are also eligible for bonus potential and a full range of benefits to include but not limited to:

• Comprehensive medical, dental and vision insurance with no waiting period
• Competitive paid time off programs
• 401(k) savings and annual contributions of up to 12% of annual salary
• Mental health support programs, life and disability insurance, paid parental leave and a variety of additional voluntary benefits

This position will remain posted until a final candidate is selected. Once the role is filled, this job posting will be removed.

Why choose Intact

We live our Values: We are committed to acting with the highest of ethical standards through our five core values: integrity, respect, customer driven, excellence and social responsibility.

Our commitment to Diversity: Founded in our values, we see diversity as a strength and aspire to create an environment where everyone can be themselves, grow and succeed. Together, we will stand up for what’s right to build an inclusive society.

Manage your Time: What you accomplish matters more than hours in the office. We are committed to creating a positive and supportive environment in which you perform your best. Our Time-Off and Flexible Work Arrangement options help foster a healthy work-life balance.

Check out our Glassdoor reviews to see why people love working for Intact!

Our promise to you

Our Values are foundational to our success at Intact. You’ll make a difference every day when you live our Values, do your best work, are open to change, and invest in yourself.

In return, we promise you support, opportunities, and performance-led financial rewards in a flexible work environment where you can:

• Shape the future: Help us lead an insurance transformation to better protect people, businesses, and society.
• Win as a team: Collaborate with inspiring people to do your best work every day and together, stand up for what is right.
• Grow with us: Refresh and reinvent your skills, learn from our diverse teams, lift others up, and grow.

About Intact

At Intact Insurance Specialty Solutions we are experts at what we do. Our deep understanding of the specialty insurance market is the foundation for our customized solutions, backed by targeted risk control and claims services. Our employees are passionate about providing insurance coverage that’s aligned to our targeted customer groups. Today, we help protect over a dozen industries with tailored coverages and services.

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Equal Opportunity Employer
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