IT Support Manager

Summary

Join Hitachi Digital, a leading digital transformation company, as a Salesforce Support Manager. Oversee a team, ensuring timely resolution of support tickets and maintaining platform reliability. Lead and motivate your team, providing training and development opportunities. Collaborate with business teams to understand their needs and align the Salesforce platform with organizational goals. Develop and enforce support policies and processes, staying updated on Salesforce features and trends. Ensure compliance with organizational policies and regulatory requirements. Manage vendor relationships and maintain accurate system documentation.

Requirements

• 3+ years of experience in Salesforce administration, support, or management
• Salesforce Administrator certification required; advanced certifications (e.g., Salesforce Advanced Administrator or Sales Cloud Consultant) preferred
• Proven leadership experience managing teams in a technical support environment
• Strong problem-solving, communication, and project management skills
• In-depth knowledge of Salesforce platform capabilities, including Service Cloud, Sales Cloud, and other modules
• Commitment to delivering a seamless user experience and resolving issues promptly
• Ability to work cross-functionally with diverse teams to achieve common goals
• Capability to manage multiple priorities in a fast-paced, dynamic environment
• Vision to align Salesforce operations with long-term business objectives

Responsibilities

• Oversee the Salesforce support team, providing guidance, mentoring, and performance management
• Ensure timely resolution of support tickets, including issues, incidents, and requests, while meeting SLAs
• Monitor system performance and proactively address potential issues to ensure platform reliability
• Manage system maintenance activities, including upgrades, patches, and scheduled downtime, while minimizing business impact
• Lead and motivate the Salesforce support team to deliver exceptional service and achieve performance goals
• Provide training and development opportunities to enhance team skills and Salesforce expertise
• Act as the escalation point for critical issues, ensuring swift resolution and clear communication with stakeholders
• Collaborate with business teams to understand their needs and ensure the Salesforce platform aligns with organizational goals
• Act as the liaison between IT and business users, translating technical issues into business terms and vice versa
• Communicate platform updates, system changes, and support metrics to stakeholders regularly
• Develop and enforce Salesforce support policies, processes, and best practices to maintain system integrity
• Stay updated on Salesforce features, releases, and trends to drive continuous improvement
• Identify opportunities for system enhancements and work with development teams to implement them
• Manage vendor relationships for Salesforce-related tools and services
• Ensure Salesforce operations comply with organizational policies and regulatory requirements
• Oversee data integrity and security protocols within the Salesforce platform
• Maintain accurate system documentation and training materials

Benefits

• Industry-leading benefits, support, and services that look after your holistic health and wellbeing
• Flexible arrangements that work for you (role and location dependent)