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

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.

Salesforce Helpdesk Manager

Key skills