IT Help Desk Supervisor | Hybrid Enterprise Support Leader

Intact Insurance Specialty Solutions; Farmington (AR); Hybrid; USD 88,000 - 130,000; Full time

Benefits offered by this job

Medical, dental and vision

Paid time off

401(k) with annual contributions of up

Mental health support

Parental leave

Job summary

Intact Insurance Specialty Solutions is seeking an IT Help Desk Supervisor to lead the US Enterprise Support Center from our hybrid offices (Canton, MA; Farmington, CT; Raleigh, NC). You will coach staff, monitor incidents and service requests, and drive a customer-focused culture of accountability and continuous improvement.

The ideal candidate has 5+ years in a help desk environment, ITSM exposure, Jira Service Management experience, and ITIL familiarity.

Qualifications

• At least 5 years in a help desk/service desk/customer support environment with supervisory experience.
• Experience managing ITSM processes (incident, service request, escalation, SLAs, reporting, knowledge management).
• Experience using ticketing/ITSM platforms to manage queues, tickets, dashboards, metrics, and knowledge articles.

Responsibilities

• Oversee the US Enterprise Support Center day-to-day operations, including queues, incidents, service requests, and workload distribution.
• Ensure timely, accurate, customer-focused support across intake channels (phone, email, portal, alerts).
• Monitor service performance against SLAs and metrics; coach staff on standards and quality.
• Develop shift schedules, staffing plans, and resource alignment to demand and SLAs.
• Coordinate escalations and major incidents per incident management procedures; report outcomes.

Skills

People leadership

Customer service

Coaching

Analytical thinking

Education

ITIL Foundation

Tools

Jira Service Management

Job description

Intact Insurance Specialty Solutions is seeking an IT Help Desk Supervisor to lead the US Enterprise Support Center from our hybrid offices (Canton, MA; Farmington, CT; Raleigh, NC). You will coach staff, monitor incidents and service requests, and drive a customer-focused culture of accountability and continuous improvement.

The ideal candidate has 5+ years in a help desk environment, ITSM exposure, Jira Service Management experience, and ITIL familiarity.