Service Desk Supervisor - ITIL Certified, Salesforce Voice, Amazon Connect exp
About the Role
We are seeking a Service Desk Supervisor to lead day-to-day operations of an enterprise IT service desk. You will manage a team of analysts, own quality and escalation handling, and ensure service levels are met in an Amazon Connect + Salesforce Service Cloud Voice environment.
[What You'll Do
- Supervise and coach service desk analysts; manage schedules, coverage, and performance
- Own escalation handling, quality assurance, and adherence to ITIL-aligned processes
- Monitor queues and service-level metrics in Amazon Connect / Service Cloud Voice; rebalance staffing in real time
- Report on operational performance and drive continuous improvement initiatives
- Serve as the primary operational point of contact for stakeholders and leadership
Required Qualifications
- 5+ years of full-time experience providing ITSM technical support on a service desk
- 2+ years of full-time experience supervising a technical support service desk for an enterprise IT organization of at least 5,000 end users
- 1+ year of experience using Amazon Connect and Salesforce Service Cloud Voice as a service desk tool
- Current ITIL certification (validation link or certificate copy required)
- Ability to provide verifiable professional references for each qualifying experience
Nice to Have
- Experience supporting public sector / government programs
- Workforce management (WFM) and contact center QA experience
- Additional ITIL (Managing Professional), HDI, or Salesforce certifications
Location Requirements
- This role is a remote role.
- To be considered for this position, candidates must reside in one of the following U.S. states: AR, AZ, CA, CO, CT, DE, FL, GA, IA, ID, IL, IN, KS, MA, MD, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, TN, TX, VA, WI, and Washington DC.
- Candidates residing outside these states are not currently eligible for consideration.
- Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa currently.
We are committed to pay equity and transparency. The compensation range for this position represents our good faith estimate of the range we reasonably expect to pay for this role at the time of posting. The actual compensation offered will be determined based on factors such as the candidate’s experience, skills, education, work location, and internal equity.
In addition to hourly pay, employees may be eligible for discretionary bonuses, commissions, or other incentive programs, as well as a comprehensive benefits package that includes medical, dental, vision, 401(k), paid time off, etc.
FormativGroup operates within the critical middle layer of business technology, where applications and systems connect infrastructure to business processes. We are specialists who help the middle market take full advantage of their technology investments with deep, industry-centric expertise, all in one place, to unify fragmented systems. With deep technical expertise across cloud architecture, system integration, AI, and data strategy, we bridge the gap between business goals and modern platforms.
FormativGroup is an equal opportunity employer providing opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
ADA Specifications: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
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