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UFG Insurance · 1 day ago

Help Desk Supervisor

Cedar Rapids, IA

Full-time

Onsite

Senior Level

$72K/yr - $94K/yr

5+ years exp

UFG Insurance is currently hiring for a Help Desk Supervisor who will oversee the daily operations of the Help Desk team, ensuring timely, high-quality technical support for end users. The role requires strong leadership skills and the ability to foster collaboration across IT teams to continuously improve end-user support services.

Financial ServicesInsurance

H1B Sponsor Likely

Responsibilities

Supervise and mentor Help Desk team members, providing coaching, development, and performance feedback

Manage daily staffing, ticket queues, and workload distribution to ensure appropriate coverage and timely resolution of issues

Foster a customer-first culture centered on responsiveness, professionalism, and accountability

Provide clear communication to the team regarding organizational or procedural changes

Oversee the intake, triage, and escalation of help desk requests, ensuring requests are logged, categorized, and prioritized appropriately

Monitor SLA performance and report on team metrics, identifying areas for improvement

Ensure compliance with established policies, procedures, and ITIL-based service management practices

Promote use of ITSM tools (e.g., JIRA/JSM, Confluence) to manage tickets, track performance, and document solutions

Identify opportunities to streamline workflows through automation, knowledge base expansion, and self-service tools

Partner with Technology Operations and Delivery teams to ensure efficient escalations and resolution of complex issues

Collaborate with Infrastructure, Application Engineering, and Delivery teams to support testing and validation of new systems and applications from the end-user perspective

Act as an escalation point for unresolved or complex help desk issues

Contribute to enterprise projects by representing the Help Desk team in planning, testing, and deployment activities

Support tracking and reporting of hardware, software, and peripheral inventory related to Help Desk operations

Ensure accurate, up-to-date knowledge base articles and documentation are created and maintained

Support compliance and audit efforts by ensuring processes and documentation are complete and audit ready

Manage team workload and project assignments, ensuring work is aligned with priority, scope, and available capacity

Participate in enterprise initiatives and cross-functional projects, representing the Help Desk perspective in planning, design, and deployment phases

Qualification

IT support experienceTicketing systemsLeadership experienceITIL practicesMicrosoft 365Team supervisionPerformance feedbackCustomer serviceCross-team collaboration

Required

Bachelor's degree in information technology, Computer Science, MIS, or equivalent work experience in an enterprise technology environment

5+ years of IT support or help desk experience

2+ years of leadership experience in a service desk/help desk environment, including team supervision or project leadership

Demonstrated experience with ticketing systems, reporting, and SLA management

Preferred

Microsoft 365 Certified Fundamentals

Microsoft 365 Administrator Expert

ITIL 4 Foundation or Managing Professional

Benefits

Annual incentive compensation

Medical, dental, vision & life insurance

Accident, critical Illness & short-term disability insurance

Retirement plans with employer contributions

Generous time-off program

Programs designed to support the employee well-being and financial security.

Company

UFG Insurance

The United Fire Group (UFG) companies join together to offer a range of property/casualty products.

Founded in 1946

Cedar Rapids, Iowa, USA

501-1000 employees

https://www.ufginsurance.com/

H1B Sponsorship

UFG Insurance has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)

2024 (1)

2023 (3)

2021 (3)