FormativGroup
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.
Service Desk Supervisor – ITIL Certified, Salesforce Voice, Amazon Connect
Job not on LinkedIn
🕒 Yesterday
🌵 Arizona, California, +27 more states – Remote
💵 $50 - $68 / hour
⏰ Full Time
🟡 Mid-level
🟠 Senior
🤑 Sales
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FormativGroup
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
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