Salesforce Helpdesk Team Lead

Summary

Join our team as a Salesforce Helpdesk Team Lead and lead a team of specialists, ensuring efficient ticket resolution and system optimization. This is a full-time, project-based remote position (Philippines) with a minimum 6-month duration. You will manage Level 1 support staff, act as an escalation point for complex issues, and collaborate with administrators and developers. The ideal candidate has 5+ years of IT helpdesk experience, including 2+ years in a leadership role, and strong Salesforce CRM expertise. The position requires excellent problem-solving, communication, and team mentorship skills.

Requirements

• 5+ years of experience in an IT helpdesk role, with at least 2 years in a leadership position
• Strong hands-on experience with Salesforce CRM
• Proven ability to manage and mentor a technical support team
• Excellent problem-solving and decision-making skills
• Experience with ticketing systems and remote troubleshooting tools
• Strong communication skills and ability to interact with technical and non-technical users

Responsibilities

• Lead and mentor a team of Salesforce helpdesk specialists
• Oversee ticket management and ensure timely resolution of Salesforce-related issues
• Act as an escalation point for complex technical issues
• Monitor system performance and recommend process improvements
• Collaborate with Salesforce administrators and developers to optimize configurations
• Develop and maintain helpdesk procedures and training materials
• Conduct performance reviews and provide coaching for team members
• Ensure compliance with SLAs and customer support best practices

Preferred Qualifications

• Salesforce certifications (e.g., Salesforce Administrator, Service Cloud Consultant)
• Experience with ITIL frameworks and helpdesk best practices