Hybrid IT Help Desk Supervisor — Lead High-Volume Support

Intact Insurance Group; Canton, Northern (MA, KY); 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

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.