IT Help Desk Supervisor — Lead a High-Impact Support Team

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

Benefits offered by this job

Medical, dental and vision insurance

401(k) with up to 12% contributions

Paid time off

Job summary

Intact Insurance Specialty Solutions in the United States is seeking an IT Help Desk Supervisor to join our Corporate IT team on a hybrid schedule in Canton, MA; Farmington, CT or Raleigh, NC. You will lead a high-volume Tier 1 support center, manage staffing, metrics, and coaching to ensure service levels and customer satisfaction.

The ideal candidate has 5+ years in help desk or service desk, experience with ITSM and Jira Service Management, and ITIL Foundation.

Qualifications

• At least 5 years in a help desk, service desk, technical support, or customer support environment.
• Experience in a call center, contact center, or high-volume service desk environment.
• Experience managing ITSM processes (incident, service request, escalation, SLAs, reporting, knowledge management).
• Experience using a ticketing/ITSM platform to manage queues, tickets, workflows, dashboards, metrics, and knowledge articles.
• Experience with Atlassian Jira Service Management.
• Experience reviewing ticket quality and coaching staff to improve documentation and customer communication.
• Understanding of call and ticket volume patterns, forecasting, staffing, and resource planning.
• ITIL Foundation certification or equivalent preferred.

Responsibilities

• Lead US Enterprise Support Center operations including staffing, call metrics, queue performance, and coverage.
• Oversee day-to-day activities: call activity, service desks queues, incidents, requests, problems, aging, backlog and workload.
• Ensure timely, accurate, customer-focused support across phone, email, portal and other channels.
• Monitor service performance against metrics and SLA targets; drive improvements in first-contact resolution and response times.
• Review tickets for quality and coach staff to improve documentation and routing.
• Provide coaching, mentoring and performance feedback for help desk staff.
• Develop shift schedules and staffing plans to align resources with demand and SLAs.
• Coordinate escalations and major incidents per incident management procedures; interface with resolver teams.
• Identify recurring issues and drive improvements to reduce repeat contacts and improve service.
• Maintain knowledge articles, SOPs, and call scripts to strengthen first-contact resolution.
• Prepare operational reporting on performance, risks, staffing and milestones.
• Act as back-up to provide US Enterprise Support Center assistance.

Skills

Team leadership

Call center operations

ITSM processes

Jira Service Management

Coaching & training

Education

ITIL Foundation

Tools

Jira Service Management

Job description

Intact Insurance Specialty Solutions in the United States is seeking an IT Help Desk Supervisor to join our Corporate IT team on a hybrid schedule in Canton, MA; Farmington, CT or Raleigh, NC. You will lead a high-volume Tier 1 support center, manage staffing, metrics, and coaching to ensure service levels and customer satisfaction.

The ideal candidate has 5+ years in help desk or service desk, experience with ITSM and Jira Service Management, and ITIL Foundation.