Job Description

What You'll Do

Job Summary: The Salesforce Service Desk Manager is responsible for overseeing the daily operations of the service desk, ensuring that Salesforce-related issues are addressed promptly and effectively. This role involves managing a team of service desk agents, coordinating with other departments, and maintaining high levels of customer satisfaction through efficient service delivery.

Key Responsibilities:

1. Team Management:

   • Lead and supervise the Salesforce service desk team, providing guidance, training, and performance evaluations.
   • Foster a collaborative and productive work environment, promoting teamwork and continuous improvement.

2. Service Desk Operations:

   • Oversee the daily operations of the Salesforce service desk, ensuring timely resolution of incidents and service requests.
   • Implement and maintain service desk processes and procedures to enhance efficiency and effectiveness.
   • Monitor and report on service desk performance metrics, identifying areas for improvement.

3. Customer Support:

   • Ensure high levels of customer satisfaction by delivering prompt and professional support.
   • Act as an escalation point for complex or high-priority issues, working to resolve them swiftly.
   • Develop and maintain strong relationships with key stakeholders and customers.

4. Salesforce Administration:

   • Manage and maintain the Salesforce platform, including user accounts, profiles, roles, and permissions.
   • Oversee the implementation of Salesforce updates and enhancements, ensuring minimal disruption to users.
   • Coordinate with the Salesforce development team to address system issues and implement new features.

5. Continuous Improvement:

   • Identify opportunities to improve service desk processes, tools, and technologies.
   • Stay current with Salesforce best practices, updates, and industry trends.
   • Promote and implement best practices in incident management, problem management, and service request fulfillment.

6. Documentation and Training:

   • Ensure comprehensive documentation of service desk procedures, policies, and training materials.
   • Develop and deliver training programs for service desk staff and end-users to enhance their Salesforce proficiency.

What You’ll Need To Be Successful

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in a service desk management or supervisory role.
• In-depth knowledge of Salesforce administration and support.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze and solve complex problems effectively.
• Experience with IT service management (ITSM) tools and best practices.
• Salesforce certifications (e.g., Salesforce Administrator, Service Cloud Consultant) are highly desirable.