Service Desk Supervisor - ITIL Certified, Salesforce Voice, Amazon Connect exp

Remote/US - Full TimeRemote (US)

via Greenhouse

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About this role

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…

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Skills match

For this role: salesforce

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Recency

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