Senior Service Desk Analyst - Mandatory Qualifications; SMQs

Position: Senior Service Desk Analyst - Staff Mandatory Qualifications (SMQs)
Description

Service Desk Supervisor
- Staff Mandatory Qualifications (SMQs) (US
- Sacramento, CA)

What to expect when you join Sikich

Team members at Sikich have a lot in common while also being part of a rich and varied group of contributors, creating a distinct and thriving culture. Chief among our commonalities is a desire for growth and a shared unity of purpose in our professional lives. We believe that through diverse perspectives, challenging the status quo and rewarding action, we accelerate innovation and drive growth - for our clients, for ourselves and for our communities.

The professional services landscape continues to evolve. For Sikich, this means we have an opportunity to further cement our leadership position in this industry and continue to grow our organization in increasingly exciting ways. This growth is meaningful for every team member at our company because larger companies simply see more interesting client opportunities and can attract impressively talented individuals like you.

Through a dedicated focus on key business priorities and intentionally creating a rewarding employee experience, Sikich has developed into a highly regarded provider of professional services and a sought-after employer of choice.

Do you want to work with other skilled and agile practitioners who thrive on challenge and growth? We believe everyone has untapped potential. That's why we lead with vision and act fast, pairing deep expertise with practical solutions. Our teams cut through complexity and deliver real impact. It's our hope that you find more than just a job. At Sikich, you'll find optimism, clear insights and genuine warmth, without egos.

Are you ready to grow with us?

Position summary

Sikich is seeking a a Service Desk Supervisor
- Staff Mandatory Qualifications (SMQs) to join our Team. In this client-facing role as a Service Desk Supervisor
- Staff Mandatory Qualifications (SMQs), the ideal candidate enjoys working hands-on with our customers to configure and develop state of the art systems and solutions on Salesforce.

What will you do in this role?

• 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.

What do you need to succeed in this role?

• 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

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

In addition, specific skills/experience required are as follows:

• 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.

About Sikich

Sikich offers the public and private sectors a diverse platform of professional services across consulting, technology, and compliance. Highly specialized and hands-on teams deliver integrated solutions rooted in deep industry experience. Our approach is strategically and thoughtfully…