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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Help Desk Supervisor - **Company:** Intact Insurance - **Location:** Farmington, CT, United States - **Experience:** Expert - **Salary:** $88,000.0 - $125,000.0 - **Contract:** Permanent contract - **Skills:** JIRA, Monitoring of Systems, Knowledge Management, Routing, Operational Data Store, Kronos, Scripting, Software Security - **Published:** September 24, 2026 - **Apply:** https://www.careerbuilder.com/job-details/it-help-desk-supervisor-hybrid-farmington-ct--3219b687-b81c-4e3f-b0f2-0744a27b13af ## About the Role * 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 operations within a call center, contact center, or high-volume service desk environment. * 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., Applications Security, Atlassian JIRA, Best Practices, Business Plan, Business Services, Call Center Operations, Call Centers, Call Monitoring, Call Volume, Coaching, Customer Relations, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Dental Insurance, Diversity, Documentation, Establish Priorities, Forecasting, Help Desk, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Incident Management, Insurance, International Business, Knowledge Management, Kronos Workforce Scheduler, Maintenance Services, Mentoring, Metrics, Operational Communications, Operational Support, Operations Management, People Management, Performance Analysis, Performance Goal Setting, Performance Management, Performance Metrics, Problem Solving Skills, Procedure Development, Process Improvement, Quality Management, Quality Metrics, Quality Monitoring, Reporting Dashboards, Risk Management, Scripting (Scripting Languages), Service Level Agreement (SLA), Staff Development, Standard Operating Procedures (SOP), Team Lead/Manager, Technical Support, Time Management, Vision Plan, Web Site Monitoring ## Description 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 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [A Technical Introduction to Bitcoin's 2nd Layer- The Lightning Network](https://www.wearedevelopers.com/videos/15-a-technical-introduction-to-bitcoin-s-2nd-layer-the-lightning-network) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [The Geometry of Incidents: Connecting User Impact to Architecture](https://www.wearedevelopers.com/magazine/764-the-geometry-of-incidents-connecting-user-impact-to-architecture) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [How to Have an Effective 1-on-1 Meeting](https://www.wearedevelopers.com/magazine/451-how-to-have-an-effective-1-on-1-meeting)