Service Desk Supervisor – Staff Mandatory Qualifications (SMQs)

About the role

Sikich is seeking a Service Desk Supervisor – Staff Mandatory Qualifications (SMQs) to join our Team, leading daily service desk operations for a 5,000+ end user enterprise environment, using AWS Connect and Salesforce Service Cloud Voice, requiring current ITIL certification.

Requirements

• Minimum 5 years full-time experience providing ITSM technical support on a service desk
• Minimum 2 years supervising an ITSM technical support service desk for an enterprise IT org supporting 5,000+ end users
• Minimum 1 year using AWS Connect and Salesforce Service Cloud Voice as a service desk tool
• Current ITIL Certification required
• Ability to travel as needed

What you'll do

• Lead and supervise daily service desk operations for 5,000+ end users
• Manage and mentor service desk analysts
• Monitor ticket queues, service levels, and team performance
• Utilize AWS Connect and Salesforce Service Cloud Voice for case management
• Serve as escalation point for complex technical/customer issues
• Develop and maintain service desk procedures and documentation
• Analyze service desk metrics for operational improvement
• Ensure ITIL best practices compliance

Where this was posted

• LinkedIn

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