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

Note: The job is a remote job and is open to candidates in USA. FormativGroup is adding 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.

Responsibilities

• 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

Skills

• 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
• Experience supporting public sector / government programs
• Workforce management (WFM) and contact center QA experience
• Additional ITIL (Managing Professional), HDI, or Salesforce certifications

Company Overview