What You'll Do
Job Summary: The Salesforce Service Desk Manager is responsible for overseeing the daily operations of the service desk, ensuring that Salesforce-related issues are addressed promptly and effectively. This role involves managing a team of service desk agents, coordinating with other departments, and maintaining high levels of customer satisfaction through efficient service delivery.
Key Responsibilities
- Team Management:
- Lead and supervise the Salesforce service desk team, providing guidance, training, and performance evaluations.
- Foster a collaborative and productive work environment, promoting teamwork and continuous improvement.
- Service Desk Operations:
- Oversee the daily operations of the Salesforce service desk, ensuring timely resolution of incidents and service requests.
- Implement and maintain service desk processes and procedures to enhance efficiency and effectiveness.
- Monitor and report on service desk performance metrics, identifying areas for improvement.
- Customer Support:
- Ensure high levels of customer satisfaction by delivering prompt and professional support.
- Act as an escalation point for complex or high-priority issues, working to resolve them swiftly.
- Develop and maintain strong relationships with key stakeholders and customers.
- Salesforce Administration:
- Manage and maintain the Salesforce platform, including user accounts, profiles, roles, and permissions.
- Oversee the implementation of Salesforce updates and enhancements, ensuring minimal disruption to users.
- Coordinate with the Salesforce development team to address system issues and implement new features.
- Continuous Improvement:
- Identify opportunities to improve service desk processes, tools, and technologies.
- Stay current with Salesforce best practices, updates, and industry trends.
- Promote and implement best practices in incident management, problem management, and service request fulfillment.
- Documentation and Training:
- Ensure comprehensive documentation of service desk procedures, policies, and training materials.
- Develop and deliver training programs for service desk staff and end-users to enhance their Salesforce proficiency.
What You'll Need to be Successful
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Proven experience in a service desk management or supervisory role.
- In-depth knowledge of Salesforce administration and support.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to analyze and solve complex problems effectively.
- Experience with IT service management (ITSM) tools and best practices.
- Salesforce certifications (e.g., Salesforce Administrator, Service Cloud Consultant) are highly desirable.
How We'll Take Care of You
Total Rewards
In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.
Health & Wellness
Benefits vary by location but generally include private medical, life, and disability insurance.
Inclusive culture and diversity
Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.
Flexible hybrid working
We support hybrid work and flexible schedules for our employees.
Learn more about our benefits by region here: https://careers.avalara.com/
About Avalara
We’re Avalara. We’re defining the relationship between tax and tech.
We’ve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year.
Last year, we became a billion-dollar business
, and our tribe expanded by a cool thousand people - there’s nearly 5,000 of us now. Our growth is real, and we’re not slowing down - not until we’ve achieved our mission - to be part of every transaction in the world.
We’re bright, innovative and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them.
We’ve been different from day one. Join us, and your career will be too.
EEO Statement
We’re an Equal Opportunity Employer. Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.
