Service Desk Supervisor - Mandatory Qualifications; SMQs

Position Summary

Service Desk Supervisor - Staff Mandatory Qualifications (SMQs) to join our team in Sacramento, CA. In this client-facing role you will manage daily service desk operations and support a large-scale enterprise environment of 5,000+ end users.

• Lead and supervise daily service desk operations supporting a large-scale enterprise environment of 5,000+ end users.
• Manage and mentor service desk analysts, providing guidance, training, and performance coaching.
• Monitor ticket queues, service levels, and team performance to ensure timely resolution of incidents and service requests.
• Utilize AWS Connect and Salesforce Service Cloud Voice to oversee customer interactions, case management, and service delivery.
• Serve as an escalation point for complex technical and customer service issues.
• Develop and maintain service desk procedures, documentation, and knowledge management resources.
• Analyze service desk metrics and trends to identify opportunities for operational improvement.
• Ensure compliance with ITIL best practices and organizational service management standards.

• Minimum 5 years of full-time experience providing ITSM technical support on a service desk.
• Minimum 2 years of full-time experience supervising an ITSM technical support service desk for an enterprise IT organization supporting at least 5,000 end users.
• Minimum 1 year of full-time experience using AWS Connect and Salesforce Service Cloud Voice as a service desk tool.
• Current ITIL Certification required.
• Strong communication and collaboration skills, with a demonstrated ability to engage effectively with technical and non-technical stakeholders.
• Familiarity with agile / scrum methodology.
• Proven ability to lead a cross‑functional team.
• Strong communication skills, both written and verbal.
• Ability to travel as needed.
• Values driven – you embody and model absolute integrity and servant leadership and you have a bias for action and continuous innovation.
• Uncompromising problem solver – you see opportunities in every business challenge and can develop, articulate and implement solutions.
• Collaboration – you are a relationship builder across all levels of the organization and across all business units.
• Instills trust – you do what you say, without ego, and you follow through on commitments consistently and credibly.
• Impact & influence – you are relentlessly focused on making a difference and can gain support for ideas, proposals and solutions. You get others to act, with or without formal authority, to advance initiatives and objectives.

In compliance with this state's pay transparency laws, the salary for this role is $100,000. This is not a guarantee of compensation or salary, as the final offer amount may vary based on factors including but not limited to experience and geographic location.

Sikich is an Equal Opportunity Employer M/F/D/V.