ITIL Certified Service Desk Supervisor

Job Summary

To provide front-line technical support in a remote setting, the full-time ITIL Certified Service Desk Supervisor will manage incoming service desk contacts using Amazon Connect and Salesforce Service Cloud Voice, ensuring adherence to ITIL-aligned processes for incident and request management.

Key responsibilities

• Answer, triage, and resolve service desk tickets and calls for an enterprise user base
• Utilize Amazon Connect and Salesforce Service Cloud Voice to manage contacts, cases, and call workflows
• Document incidents and requests accurately while escalating per defined ITSM procedures

Required qualifications

• 2+ years of experience providing ITSM technical support on a 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