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

FormativGroup

Service Desk Supervisor managing IT service desk for enterprise using Amazon Connect and Salesforce. Leading a team to ensure service levels and quality are met in remote operations.

Posted 6/18/2026full-timeRemote • Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Idaho, Illinois, Iowa, Kansas, Maryland, Massachusetts, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Virginia, Washington, Wisconsin • 🇺🇸 United StatesMid-LevelSenior💰 $50 - $68 per hourWebsite

Tech Stack

Tools & technologies

CloudITSM

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

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

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ITSM technical supportservice desk managementperformance monitoringquality assuranceescalation handlingcontinuous improvementservice-level metricsstaffing managementAmazon ConnectSalesforce Service Cloud Voice

Soft Skills

supervisioncoachingcommunicationstakeholder managementleadership

Certifications

ITIL certification