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

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🔥 3 minutes ago

🌵 Arizona, California, +27 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🏛️ District of Columbia – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🎰 Nevada – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote ☕ Washington – Remote 🧀 Wisconsin – Remote

💵 $50 - $68 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

🤑 Sales

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FormativGroup

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

🏢 Enterprise

☁️ SaaS

B2B • Enterprise • SaaS

FormativGroup is a B2B technology consulting and implementation firm that helps mid-market and enterprise clients modernize applications, workflows, and data infrastructure. They specialize in data architecture, system integration, application development, workflow automation, SaaS/PaaS ecosystem management, and AI roadmapping to enable governance, migrations, and interoperability across complex environments. FormativGroup serves regulated and enterprise sectors such as insurance, banking, mortgage & lending, wealth management, healthcare, and the public sector, focusing on outcome-based designs and continuous improvement.

📋 Description

• 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

• 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

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