Service Desk Supervisor

CompanyShared ServicesArgo and Farm Family are specialty property and casualty insurance brands whose underwriting companies are wholly-owned subsidaries 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.Job DescriptionThe 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.KEY RESPONSIBILITIESPeople Leadership & SupervisionDirectly supervise, coach, and mentor Service Desk AnalystsProvide oversight and leadership for overnight Service Desk staff, including agents supporting after-hours operationsSupport onboarding, training, scheduling, performance management, and professional development for all direct reportsConduct regular performance check‑ins, evaluations, and coaching sessionsAssist with hiring and scaling efforts, including preparation for the addition of new hires to the teamEnsure staffing models support 24x7 operational coverage, service quality, and compliance with labor guidelinesOperational Oversight (24x7 Service Desk)Oversee daily Service Desk operations including incident, request, and queue managementEnsure accurate ticket logging, prioritization, documentation, and lifecycle managementMonitor adherence to SLA, response times, resolution targets, and quality standardsActively review trends related to missed opportunities, escalations, and repeat issuesServe as a primary escalation point for complex, high-impact, or sensitive issuesEscalation & Incident ManagementAct as an escalation point for critical incidents and major service disruptionsCoordinate with technical teams, security, IAM, vendors, and leadership during incidentsEnsure timely, accurate, and consistent communication to users and stakeholders during outagesParticipate in incident reviews and root cause discussions, identifying prevention opportunitiesShift‑Left, Knowledge & Continuous ImprovementDrive shift‑left initiatives to increase first‑contact resolution and reduce dependency on higher-tier teamsEnsure analysts resolve eligible incidents and requests using approved Knowledge Base (KB) articlesIdentify recurring issues suitable for:Knowledge creation or refinementAutomation or self-service enablementProcess improvementPromote Knowledge-Centered Service (KCS) behaviors and KB contribution expectationsUser Access Management (UAM) OversightProvide supervisory oversight for baseline UAM activities performed by the Service Desk, including:Identity verification and user validationPassword resets, account unlocks, and approved access requestsEnsure all access-related work complies with least privilege principles, documented approvals, and audit standardsPartner with IAM, Security, and application teams on escalations or exception handlingMonitor access-related incident trends and drive improvements to reduce risk and reworkMetrics, Reporting & Leadership CommunicationMonitor and analyze Service Desk performance metrics (e.g., SLA, FCR, CSAT, backlog, escalation rates)Prepare operational reports, leadership summaries, and improvement recommendationsUse data to identify gaps in staffing, process, training, or toolingCommunicate operational risks, constraints, and improvement plans to management and stakeholdersProcess, Policy & ComplianceEnsure Service Desk operations adhere to ITIL practices, company policy, and security requirementsMaintain and enforce standard operating procedures (SOPs)Support audit and compliance activities through accurate documentation and defensible processesReinforce consistent execution across daytime and overnight teamsPOSITION REQUIREMENTSRequiredAssociate’s degree in information technology, computer science, or equivalent relevant experiencePrior experience in a Service Desk or IT Support role, including escalation handlingDemonstrated people leadership or supervisory experienceStrong understanding of ITIL based service managementExperience managing high volume, 24x7 support environmentsExcellent verbal and written communication skillsStrong problem solving, organizational, and decision-making abilitiesExperience working with ITSM platforms (e.g., ServiceNow)PreferredCertifications such as:ITILCompTIA A+, Network+, Security+Microsoft (MCSA/MCSE)Experience supporting executive usersExperience leading or influencing shift-left initiativesFamiliarity with identity and access support processesCore CompetenciesLeadership & accountabilityOperational disciplineCollaboration across teams and vendorsData driven decision makingStrong customer focusClear and professional communicationContinuous improvement mindsetCore ValuesDesire to excelCommitment to clients and teammatesCourage to do the right thingApply original and critical thinkingCompensation$75,000 - $85,000PLEASE NOTE:Applicants must be legally authorized to work in the United States. At this time, we are not able to sponsor or assume sponsorship of employment visas.If you have a disability under the Americans with Disabilities Act or similar state or local law and you wish to discuss potential reasonable accommodations related to applying for employment with us, please contact our Benefits Department at View phone number on click.appcast.io.Notice to Recruitment Agencies:Resumes submitted for this or any other position without prior authorization from Human Resources will be considered unsolicited. BWS and / or its affiliates will not be responsible for any fees associated with unsolicited submissions.We are an Equal Opportunity Employer. We do not discriminate on the basis of age, ancestry, color, gender, gender expression, gender identity, genetic information, marital status, national origin or citizenship (including language use restrictions), denial of family and medical care leave, disability (mental and physical) , including HIV and AIDS, medical condition (including cancer and genetic characteristics), race, religious creed (including religious dress and grooming practices), sex (including pregnancy, child birth, breastfeeding, and medical conditions related to pregnancy, child birth or breastfeeding), sexual orientation, military or veteran status, or other status protected by laws or regulations in the locations where we operate. We do not tolerate discrimination or harassment based on any of these characteristics.The collection of your personal information is subject to our HR Privacy NoticeBenefits and CompensationWe offer a competitive compensation package, performance-based incentives, and a comprehensive benefits program—including health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities. #J-18808-Ljbffr Shared-Services