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 IT Help Desk Supervisor is responsible for the day-to-day leadership, performance, and service quality of the US Enterprise Support Center (help desk). This role supervises help desk staff, monitors operational performance, ensures timely and accurate handling of incidents and service requests, and drives a customer-focused culture of accountability, continuous improvement, and operational excellence. The supervisor provides coaching, performance feedback, queue oversight, escalation support, staffing coordination, and reporting to ensure service levels, customer experience, and departmental objectives are consistently met. Some of the IT Help Desk Supervisor responsibilities include but are not limited to:

• 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 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.