Salesforce Helpdesk Manager

📋 Description

• • The Salesforce Helpdesk Manager leads end-to-end helpdesk operations using Salesforce Service Cloud, combining team leadership with hands-on technical expertise to ensure efficient case management, automation, and high-quality user support.
• • Day-to-day responsibilities include leading and mentoring the support team, administering the Salesforce Service Cloud platform, managing the full case lifecycle, configuring queues and automation, monitoring SLAs and KPIs, acting as the primary escalation point, maintaining knowledge bases and chatbots, and collaborating with IT and business teams on enhancements.
• • Riveron Consulting is a finance-focused consulting firm that partners with global clients to solve complex challenges, guided by its DELTA values of Drive, Excellence, Leadership, Teamwork, and Accountability, fostering an entrepreneurial, inclusive culture with opportunities for growth and impact.
• • In this role, the individual will develop deep expertise in Salesforce Service Cloud administration and optimization, strengthen leadership and stakeholder management skills, drive process improvements through data-driven insights, and gain experience in enterprise-scale CRM operations within a professional services environment.