FormativGroup
Service Desk Supervisor - ITIL Certified, Salesforce Voice, Amazon Connect exp
Remote/US - Full Time · Senior · Full-time
No sponsorship$50k-$68kDetected 22 days ago
SalesforceCustomer SupportAR/VRLeadership
About the role
- Supervise and coach service desk analysts
- Serve as the primary operational point of contact for stakeholders and leadership
Responsibilities
- Own escalation handling, quality assurance, and adherence to ITIL-aligned processes
- Report on operational performance and drive continuous improvement initiatives
- 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
Requirements
- 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
- Candidates residing outside these states are not currently eligible for consideration.
- 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.
- Estimated hourly Compensation Range:
- FormativGroup operates within the critical middle layer of business technology, where applications and systems connect infrastructure to business processes.
- With deep technical expertise across cloud architecture, system integration, AI, and data strategy, we bridge the gap between business goals and modern platforms.
Skills
- Monitor queues and service-level metrics in Amazon Connect / Service Cloud Voice; rebalance staffing in real time
Compensation
- 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.
- ADA Specifications: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
- #formativgroupcareers #WorkWithUs
Benefits
- manage schedules, coverage, and performance
Company info
- We are seeking a Service Desk Supervisor to lead day-to-day operations of an enterprise IT service desk.
Visa & Work Authorization
- 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.
Apply directly at FormativGroup →Create a free account for alerts like thisView FormativGroup immigration profile
This listing is sourced directly from FormativGroup's careers page and normalized into a canonical job model.