Service Desk Supervisor

Job Overview

Key Responsibilities

Shared Services
Argo and Farm Family are specialty property and casualty insurance brands whose underwriting companies are wholly-owned subsidiaries of Clearbrook Holdings Inc. Argo and Farm Family partner with agents and brokers to provide insurance solutions that enable businesses to manage risks with confidence.

The IT Service Desk Supervisor is responsible for the overall operational health, performance, and maturity of the Service Desk function. This role provides direct people leadership, oversees 24x7 support operations (including overnight coverage), serves as an escalation point for complex and critical incidents, and drives continuous improvement initiatives such as shift‑left adoption, knowledge maturity, and access management process adherence. The Supervisor ensures consistent service delivery aligned to SLA, ITIL, security, and audit requirements, while fostering a high‑performing, customer‑focused support team.

• Directly supervise, coach, and mentor Service Desk Analysts
• Provide oversight and leadership for overnight Service Desk staff, including agents supporting after‑hours operations
• Support onboarding, training, scheduling, performance management, and professional development for all direct reports
• Conduct regular performance check‑ins, evaluations, and coaching sessions
• Assist with hiring and scaling efforts, including preparation for the addition of new hires to the team
• Ensure staffing models support 24x7 operational coverage, service quality, and compliance with labor guidelines

• Oversee daily Service Desk operations including incident, request, and queue management
• Ensure accurate ticket logging, prioritization, documentation, and lifecycle management
• Monitor adherence to SLA, response times, resolution targets, and quality standards
• Actively review trends related to missed opportunities, escalations, and repeat issues
• Serve as a primary escalation point for complex, high‑impact, or sensitive issues

• Act as an escalation point for critical incidents and major service disruptions
• Coordinate with technical teams, security, IAM, vendors, and leadership during incidents
• Ensure timely, accurate, and consistent communication to users and stakeholders during outages
• Participate in incident reviews and root cause discussions, identifying prevention opportunities

• Drive shift‑left initiatives to increase first‑contact resolution and reduce dependency on higher‑tier teams
• Ensure analysts resolve eligible incidents and requests using approved Knowledge Base (KB) articles
• Identify recurring issues suitable for:
• Knowledge creation or refinement
• Automation or self‑service enablement
• Process improvement
• Promote Knowledge‑Centered Service (KCS) behaviors and KB contribution expectations

• Provide supervisory oversight for baseline UAM activities performed by the Service Desk, including:
• Identity verification and user validation
• Password resets, account unlocks, and approved access requests
• Ensure all access‑related work complies with least privilege principles, documented approvals, and audit standards
• Partner with IAM, Security, and application teams on escalations or exception handling
• Monitor access‑related incident trends and drive improvements to reduce risk and rework

• Monitor and analyze Service Desk performance metrics (e.g., SLA, FCR, CSAT, backlog, escalation rates)
• Prepare operational reports, leadership summaries, and improvement recommendations
• Use data to identify gaps in staffing, process, training, or tooling
• Communicate operational risks, constraints, and improvement plans to management and stakeholders

• Ensure Service Desk operations adhere to ITIL practices, company policy, and security requirements
• Maintain and enforce standard operating procedures (SOPs)
• Support audit and compliance activities through accurate documentation and defensible processes
• Reinforce consistent…