Service Desk Supervisor - ITIL Certified, Salesforce Voice, Amazon Connect exp

About the Role

The FormativGroup is adding a Service Desk Supervisor to lead day-to-day operations of an enterprise IT service desk. You will manage a team of analysts, own quality and escalation handling, and ensure service levels are met in an Amazon Connect + Salesforce Service Cloud Voice environment.

What You'll Do

• 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

Required Qualifications

• 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

Nice to Have

• Experience supporting public sector / government programs
• Workforce management (WFM) and contact center QA experience
• Additional ITIL (Managing Professional), HDI, or Salesforce certifications

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.