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

Service Desk Supervisor leading day-to-day operations of an enterprise IT service desk in an Amazon Connect + Salesforce Service Cloud Voice environment. Manages and coaches analysts, owns scheduling, coverage, performance, escalation handling, and quality assurance, while monitoring queues and service-level metrics in real time.

- Requires current ITIL certification, 5+ years of ITSM support experience, 2+ years supervising a service desk of 5,000+ users, and 1+ year with Amazon Connect + Salesforce Service Cloud Voice - Reports operational performance and drives continuous improvement initiatives - Remote role restricted to specific U.S. states