IT Help Desk Supervisor

Intact Insurance Specialty Solutions

. Manage day-to-day oversight of the US Enterprise Support Center, including call activity, service desk queues, alerts, incidents, service requests, problems, ticket aging, backlog, and workload distribution .

Posted 9/15/2026full-timeCanton • Connecticut • United StatesMid-LevelSenior💰 $88,000 - $125,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing service desk operations, ensuring SLA compliance, and driving service improvement initiatives. Proficient in coaching and mentoring team members while utilizing ITSM processes and tools to enhance customer support quality.

Highest-signal resume keywords

Service Desk ManagementITSM Process ManagementAtlassian Jira Service ManagementCoaching and MentoringITIL Foundation Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementService Request ManagementEscalation ManagementTicket Quality ReviewWorkload Forecasting

Soft Skills

Customer-Focused SupportPerformance FeedbackTeam Leadership

Tools & Technologies

Ticketing PlatformITSM PlatformDashboards

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

SLA ComplianceService Desk PerformanceKnowledge ManagementOperational Reporting

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Manage day-to-day oversight of the US Enterprise Support Center, including call activity, service desk queues, alerts, incidents, service requests, problems, ticket aging, backlog, and workload distribution
Ensure timely, accurate, and customer-focused support across phone, email, portal, monitoring alerts, and other approved channels
Monitor service performance against 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
Provide coaching, mentoring, and performance feedback to help desk team members
Support professional development through coaching, training, performance management, goal setting, and reinforcement of technical, procedural, and customer service expectations
Develop and maintain shift schedules, coverage plans, and staffing assignments; adjust queue skills, skill levels, and membership to match demand
Make real-time staffing adjustments during peak volume, coverage gaps, unplanned absences, outages, and rising wait or abandonment rates
Coordinate escalations and major incident support, including documentation, communications, handoffs, and resolver-team follow-up
Partner with infrastructure, application, security, vendor, and business teams to improve escalation quality and reduce handoff delays
Identify recurring issues, process gaps, training needs, and knowledge deficiencies; recommend and support improvements
Maintain and improve knowledge articles, standard operating procedures, troubleshooting guides, templates, and call scripts
Prepare and communicate operational reporting on service desk performance, risks, staffing, trends, improvement opportunities, and project or program milestones
Provide US Enterprise Support Center customer assistance as a backup when needed
Drive continued service improvement involving backlog, measurable targets, and results reporting

Requirements

What you’ll need

At least 5 years of experience in a help desk, service desk, technical support, or customer support environment
Preferably 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 resource planning around business needs and service levels
ITIL Foundation certification or experience applying ITIL/ITSM best practices preferred

Benefits

Comp & perks

Bonus potential
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
Variety of additional voluntary benefits
Flexible Work Arrangement options
Performance-led financial rewards
Support, opportunities, and performance-led financial rewards in a flexible work environment