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

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

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

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

Key skills