Service Desk Supervisor

TL;DR

Service Desk Supervisor (ITSM/Service Desk): Provide front-line technical support for an enterprise IT environment by answering and resolving service desk contacts and managing incident, request, and escalation workflows with an accent on ITIL-aligned processes, Amazon Connect, and Salesforce Service Cloud Voice. Focus on meeting service-level targets for response and resolution while documenting cases accurately and improving support operations through knowledge base contributions.

Location: Remote (US) — must reside in 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, or Washington DC. Must be authorized to work for any employer in the U.S.; no visa sponsorship.

Salary: $50–$68 USD/hour (estimated hourly compensation range)

Company

hirify.global provides technology and integration expertise for the middle market.

What you will do

• Answer, triage, and resolve service desk tickets and calls for an enterprise user base.
• Manage contacts, cases, and call workflows using Amazon Connect and Salesforce Service Cloud Voice.
• Document incidents and requests accurately and escalate according to defined ITSM procedures.
• Meet service-level targets for response, resolution, and customer satisfaction.
• Contribute to knowledge base articles and continuous improvement of support processes.

Requirements

• 2+ years of full-time ITSM technical support experience on a service desk for an enterprise IT organization (5,000+ end users).
• 1+ year of experience using Amazon Connect and Salesforce Service Cloud Voice.
• Current ITIL certification (validation link or certificate copy required).
• Ability to provide verifiable professional references for each qualifying experience.
• U.S. work authorization for any employer; unable to sponsor or take over sponsorship of an employment visa.

Culture & Benefits

• Comprehensive benefits package including medical, dental, vision, 401(k), and paid time off.
• Hourly pay with potential eligibility for discretionary bonuses, commissions, or other incentive programs.
• Pay equity and transparency commitment.
• Equal opportunity employer.

Hiring process

• Review of experience and tool usage requirements, including ITIL certification validation.
• Reference checks for qualifying experience.
• Interviews to assess fit for service desk operations and ITSM execution.