Role Overview: The Senior Help Desk Manager leads daily operations and service delivery for mission-critical, statewide enterprise data systems. This role is responsible for driving operational rigor, scaling support capacity during peak collection cycles, and embedding mature ITSM practices within Salesforce Service Cloud. The focus is strictly operational and technical: optimizing queue throughput, managing technical escalations across engineering and program teams, and enforcing strict SLA accountability without managing end-user training delivery.
Key Responsibilities
Provide operational leadership and daily direction to the Help Desk team, managing workload distribution, coverage, and performance across high-volume statewide data collection periods.
Establish and enforce ITIL-aligned SLAs, response metrics, escalation protocols, and quality standards to ensure consistent resolution times and operational accountability.
Own and optimize Salesforce Service Cloud operations, including case intake, automated routing rules, queue monitoring, backlog reduction, and case aging management.
Serve as the senior escalation point for complex technical issues, data validation errors, and system discrepancies, collaborating directly with program offices, data engineering teams, and vendors.
Build and maintain real-time operational dashboards and KPI reports to analyze ticket trends, identify recurring systemic problems, and drive continuous process improvements.
Develop and maintain internal Standard Operating Procedures (SOPs), technical runbooks, and support team documentation to maintain service quality and speed up onboarding.
