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Job description
Company
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.
Job Description
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 shiftleft 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 highperforming, customerfocused support team.
KEY RESPONSIBILITIES
People Leadership & Supervision
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 checkins, 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
Operational Oversight (24x7 Service Desk)
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
Escalation & Incident Management
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
ShiftLeft, Knowledge & Continuous Improvement
Drive shiftleft initiatives to increase firstcontact 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
User Access Management (UAM) Oversight
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
Metrics, Reporting & Leadership Communication
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
Process, Policy & Compliance
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 execution across daytime and overnight teams
POSITION REQUIREMENTS
Required
Associate's degree in information technology, computer science, or equivalent relevant experience
Prior experience in a Service Desk or IT Support role, including escalation handling
Demonstrated people leadership or supervisory experience
Strong understanding of ITIL based service management
Experience managing high volume, 24x7 support environments
Excellent verbal and written communication skills
Strong problem solving, organizational, and decision-making abilities
Experience working with ITSM platforms (e.g., ServiceNow)
Preferred
Certifications such as: ITIL
CompTIA A+, Network+, Security+
Microsoft (MCSA/MCSE)
Experience supporting executive users
Experience leading or influencing shift-left initiatives
Familiarity with identity and access support processes
Core Competencies
Leadership & accountability
Operational discipline
Collaboration across teams and vendors
Data driven decision making
Strong customer focus
Clear and professional communication
Continuous improvement mindset
Core Values
Desire to excel
Commitment to clients and teammates
Courage to do the right thing
Apply original and critical thinking
Compensation
$75,000 - $85,000
PLEASE 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 .
Benefits and Compensation
We 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.
Core Values
At Clearbrook our Core Values are Integrity, Collaboration, Pursuit of Excellence and Forward Thinking. These values reflect who we are today and who we aspire to be - guiding how we work, how we lead and how we succeed.
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.