Service Desk Supervisor
FormativGroup•White Plains, NY
•$50 - $68•Remote
About The Position
The Senior Service Desk Analyst role is to provide front-line technical support for a large enterprise IT environment. You will answer and resolve incoming service desk contacts (voice and digital) using Amazon Connect and Salesforce Service Cloud Voice, following ITIL-aligned processes for incident, request, and escalation management.
Requirements
- 2+ years of full-time experience providing ITSM technical support on a 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 Haves
- Experience supporting public sector / government programs
- Additional certifications (HDI, CompTIA A+, Salesforce certifications)
- Experience with knowledge management and AI-assisted agent tooling
Responsibilities
- Answer, triage, and resolve service desk tickets and calls for an enterprise user base
- Use Amazon Connect and Salesforce Service Cloud Voice to manage contacts, cases, and call workflows
- Document incidents and requests accurately; escalate per defined ITSM procedures
- Meet service-level targets for response, resolution, and customer satisfaction
- Contribute to knowledge base articles and continuous improvement of support processes
Benefits
- medical
- dental
- vision
- 401(k)
- paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
