Service Desk Supervisor

Responsibilities

• Answer, triage, and resolve service desk tickets and calls for an enterprise user base
• Use Amazon Connect and Salesforce Service Cloud Voice to manage contacts, cases, and call workflows
• Document incidents and requests accurately; escalate per defined ITSM procedures
• Meet service-level targets for response, resolution, and customer satisfaction
• Contribute to knowledge base articles and continuous improvement of support processes
• Required Qualifications
• 2+ years of full-time 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
• Preferred
• Experience supporting public sector / government programs
• Additional certifications (HDI, CompTIA A+, Salesforce certifications)
• Experience with knowledge management and AI-assisted agent tooling
• Location Requirements
• This role is a remote role.
• To be considered for this position, candidates must reside in one of the following U.S. states: AR, AZ, CA, CO, CT, DE, FL, GA, IA, ID, IL, IN, KS, MA, MD, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, TN, TX, VA, WI, and Washington DC.
• Candidates residing outside these states are not currently eligible for consideration.
• 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.
• In addition to hourly pay, employees may be eligible for discretionary bonuses, commissions, or other incentive programs, as well as a comprehensive benefits package that includes medical, dental, vision, 401(k), paid time off, etc.
• Estimated hourly Compensation Range:
• $50 - $68 USD
• FormativGroup is an equal opportunity employer providing opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
• ADA Specifications: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
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Benefits

Additional Information

The Senior Service Desk Analyst role is to provide front-line technical support for a large enterprise IT environment. You will answer and resolve incoming service desk contacts (voice and digital) using Amazon Connect and Salesforce Service Cloud Voice, following ITIL-aligned processes for incident, request, and escalation management.

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