Service Desk Supervisor – ITIL Certified, Salesforce Voice, Amazon Connect

This is a fully remote position, open to applicants in Arizona, +28 more states.

📋 Description

• Oversee and mentor service desk analysts; handle schedules, coverage, and performance management.

• Take ownership of escalation processes, ensure quality assurance, and comply with ITIL-aligned protocols.

• Track queues and service-level metrics within Amazon Connect / Service Cloud Voice; adjust staffing dynamically.

• Provide reports on operational performance and spearhead continuous improvement initiatives.

• Act as the main operational contact for stakeholders and leadership.

⛳️ Requirements

• A minimum of 5 years of full-time experience delivering ITSM technical support at a service desk.

• At least 2 years of full-time experience supervising a technical support service desk for an enterprise IT organization with a minimum of 5,000 end users.

• Over 1 year of experience utilizing Amazon Connect and Salesforce Service Cloud Voice as service desk tools.

• Valid ITIL certification (validation link or certificate copy is required).

• Capability to provide verifiable professional references for each qualifying experience.

🏝️ Benefits

• Comprehensive benefits package that includes medical, dental, vision, 401(k), and paid time off.