Senior Service Desk Supervisor (ITSM)

TL;DR

Senior Service Desk Supervisor (ITSM): Leading and supervising daily service desk operations for a large-scale enterprise environment with an accent on team mentorship, ticket queue management, and operational improvement. Focus on utilizing AWS Connect and Salesforce Service Cloud Voice to ensure high-quality service delivery and compliance with ITIL standards.

Location: Must be based in or able to work in Sacramento, California

Salary: $100,000

Company

hirify.global is a professional services firm providing consulting, technology, and compliance solutions to public and private sectors.

What you will do

• Lead and supervise daily service desk operations for 5,000+ end users.
• Manage, mentor, and coach service desk analysts to ensure high performance.
• Monitor ticket queues and service levels to guarantee timely incident resolution.
• Oversee customer interactions using AWS Connect and Salesforce Service Cloud Voice.
• Serve as an escalation point for complex technical and customer service issues.
• Analyze metrics to identify and implement operational improvements.

Requirements

• Minimum 5 years of full-time ITSM technical support experience.
• Minimum 2 years of full-time experience supervising an enterprise service desk supporting 5,000+ users.
• Minimum 1 year of full-time experience with AWS Connect and Salesforce Service Cloud Voice.
• Current ITIL Certification required.
• Strong communication and collaboration skills for stakeholder engagement.
• Ability to travel as needed.

Nice to have

• Familiarity with agile and scrum methodologies.
• Proven experience leading cross-functional teams.

Culture & Benefits

• Flexible Time Off (FTO) policy activated on the first day.
• Comprehensive health, dental, vision, and life insurance options.
• 401(k) plan with employer contributions.
• Robust paid Parental Bonding Leave program.
• Tuition reimbursement and CPA bonus program.
• Wellness program with rewards and community volunteer opportunities.