IT Help Desk Supervisor; Hybrid

Our employees are at the heart of what we do: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you are bringing this purpose to life alongside a passionate community.

Feel empowered to learn and grow while being valued for who you are. At Intact, we commit to supporting you in reaching your goals with tools, opportunities, and flexibility. It’s our promise to you.

At Intact Insurance Specialty Solutions, we are experts at what we do in protecting what makes businesses unique. Our deep understanding of the specialty insurance market is the foundation for our customized solutions, backed by targeted risk control and claims services. Our employees are passionate about providing insurance coverage that’s aligned to our targeted customer groups.

Intact’s Global Specialty Lines business spans across more than 20 verticals in four distinct markets: U.S., Canada, UK and Europe. The following opportunity is for our U.S. team.

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 US Enterprise Support Center (help desk) operates as a high-volume contact center providing Tier 1 technical support. The IT Help Desk Supervisor is responsible for leading a team of support representatives in a metrics-driven environment, ensuring service levels, call handling performance, queue performance, customer satisfaction, and operational efficiency objectives are consistently achieved.

The role requires active management of staffing, call volume, ticket queues, workforce scheduling, service metrics and quality assurance activities. Some of the IT Help Desk Supervisor responsibilities include but are not limited to:

• Manage US Enterprise Support Center operations including inbound call volume, service levels, average speed of answer, abandonment rates, schedule adherence, occupancy, queue performance, and workforce coverage.
• 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…