Salesforce Helpdesk Manager

The Salesforce Helpdesk Lead is responsible for managing end-to-end helpdesk operations using Salesforce Service Cloud. This role combines team leadership with hands-on Salesforce expertise, ensuring efficient case management, automation, and high-quality user support. The candidate will drive service excellence, optimize workflows, and act as the primary owner of the Salesforce helpdesk ecosystem.

• 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 certifications:

  • Salesforce Administrator

  • Service Cloud Consultant

• Experience with Salesforce integrations (APIs, middleware)

• Exposure to automation and AI tools (Einstein Bots, chatbots)

• Experience in enterprise-scale Salesforce environments

• Familiarity with DevOps tools (Copado, Gearset, etc.)

About Riveron:

At Riveron, we partner with clients—from global multinationals to high-growth private entities—to solve complex finance challenges, guided by our DELTA values: Drive, Excellence, Leadership, Teamwork, and Accountability. Our entrepreneurial culture thrives on collaboration, diverse perspectives, and delivering exceptional outcomes. We are committed to fostering growth, both for our clients and our people, through mentorship, integrity, and a client-centric approach. This inclusive environment offers flexibility, progressive benefits, and meaningful opportunities for impactful work that supports well-being in and out of the office.

Check us out on social media:

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Riveron Consulting is an Equal Opportunity Employer and believes that we are stronger together through our diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.

Full time roles are eligible for a full range of benefits including medical, dental, and vision insurance, 401(k) with company match, and PTO. A complete description of all available benefits can be found at Riveron's Benefits page at https://riveron.com/riveron-life/. Contract roles are not eligible for benefits.

Please beware of fraudulent schemes or impersonations when going through the job application process. A Riveron employee will never recruit via text or extend unsolicited employment offers. Additionally, a Riveron employee will never ask you to exchange money or purchase anything as part of the recruiting process.