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Salesforce Helpdesk Manager

IT SupportIT SupportFull TimeRemoteSeniorTeam 1,001-5,000H1B No SponsorCompany SiteLinkedIn

Location

India

Posted

51 days ago

Salary

0

Seniority

Senior

Bachelor Degree6 yrs expEnglishCloud

Job Description

Salesforce Helpdesk Manager

Riveron

• Lead, mentor, and manage the helpdesk/support team to deliver high-quality service • Own and administer the Salesforce Service Cloud platform for all helpdesk operations • Manage end-to-end case lifecycle (case creation, routing, escalation, and closure) • Configure and optimize Salesforce features: • Case queues, assignment rules, escalation rules • SLAs and entitlement processes • Omni-channel routing (chat, email, phone) • Build and maintain automation using Salesforce Flows, validation rules, and workflows • Act as the primary escalation point for high-priority incidents and system issues • Monitor SLAs, KPIs, and service metrics through Salesforce dashboards and reports • Analyze trends and implement continuous improvements in support processes • Manage knowledge base, self-service portals, and chatbot (Einstein Bots) integrations • Collaborate with IT, CRM, and business teams for enhancements and integrations • Ensure data quality, governance, and compliance within Salesforce • Support release management, UAT, and change deployments

Job Requirements

  • Bachelor’s degree in IT, Computer Science, or related field
  • 6–10 years of experience in IT support/helpdesk roles
  • 3–5 years of hands-on experience with Salesforce Service Cloud
  • Proven experience in leading or managing a support/helpdesk team
  • Strong Salesforce configuration skills (Flows, case management, dashboards, reports)
  • Good understanding of ITIL processes (Incident, Problem, Change Management)
  • Experience with omni-channel support (chat, voice, email integration)
  • Strong troubleshooting, analytical, and problem-solving skills
  • Excellent communication and stakeholder management skills.

Benefits

  • Full range of benefits including medical, dental, and vision insurance
  • 401(k) with company match
  • PTO

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