[Remote] Service Desk Supervisor - ITIL Certified, Salesforce Voice, Skillastra 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 Nexora 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 Taskium 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 Worklith 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