Service Desk Supervisor – Staff Mandatory Qualifications (SMQs)

Position Summary

Sikich is seeking a Service Desk Supervisor – Staff Mandatory Qualifications (SMQs) to join our Team. In this client-facing role as a Service Desk Supervisor – Staff Mandatory Qualifications (SMQs), the ideal candidate enjoys working hands-on with our customers to configure and develop state of the art systems and solutions on Salesforce.

What will you do in this role?

• Lead and supervise daily service desk operations supporting a large-scale enterprise environment of 5,000+ end users.
• Manage and mentor service desk analysts, providing guidance, training, and performance coaching.
• Monitor ticket queues, service levels, and team performance to ensure timely resolution of incidents and service requests.
• Utilize AWS Connect and Salesforce Service Cloud Voice to oversee customer interactions, case management, and service delivery.
• Serve as an escalation point for complex technical and customer service issues.
• Develop and maintain service desk procedures, documentation, and knowledge management resources.
• Analyze service desk metrics and trends to identify opportunities for operational improvement.
• Ensure compliance with ITIL best practices and organizational service management standards.

What do you need to succeed in this role?

• Minimum 5 years of full-time experience providing ITSM technical support on a service desk.
• Minimum 2 years of full-time experience supervising an ITSM technical support service desk for an enterprise IT organization supporting at least 5,000 end users.
• Minimum 1 year of full-time experience using AWS Connect and Salesforce Service Cloud Voice as a service desk tool.
• Current ITIL Certification required.
• Strong communication and collaboration skills, with a demonstrated ability to engage effectively with technical and non-technical stakeholders.
• Familiarity with agile / scrum methodology
• Proven ability to lead a cross functional team
• Strong communication skills, both written and verbal
• Ability to travel as needed

Salary

In compliance with this state’s pay transparency laws, the salary for this role is $100,000. This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location.

About Sikich

Sikich offers the public and private sectors a diverse platform of professional services across consulting, technology, and compliance. Highly specialized and hands-on teams deliver integrated solutions rooted in deep industry experience. Our approach is strategically and thoughtfully designed to help our clients, teams and communities accelerate success.

Sikich Total Rewards

• Flexible Time Off (FTO) Policy
• Comprehensive wellness program
• Robust paid Parental Bonding Leave program
• 401(k) with employer contributions
• Tuition reimbursement
• Gross referral bonus program
• Client referral bonus program
• Pet insurance
• FORCE – Sikich community volunteer program

Equal Opportunity Employer

Sikich practices in an alternative practice structure in accordance with the AICPA Professional Code of Conduct and applicable law, regulations, and professional standards. Sikich is an Equal Opportunity Employer M/F/D/V.