Salesforce Applications Support – Service Delivery Manager (L1 End-User Support)
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Job Location:
New York City, NY - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job Title: Salesforce Applications Support Service Delivery Manager (L1 / End-User Support)
Location: New York City NY-(hybrid)
Duration: 4 Months
Role Overview
- We are seeking a Salesforce Service Delivery Manager to lead and run a global L1 Salesforce support organization serving business users across regions. This role is accountable for day-to-day end-user support service quality and operational excellence across a distributed onshore nearshore and offshore support model.
- This is a people-first execution-heavy role requiring strong experience in running high-volume Salesforce L1 support driving adoption managing user expectations and ensuring consistent service delivery across time zones.
Key Responsibilities
L1 Salesforce Support Leadership (Critical)
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Lead a global Salesforce L1 support team (onshore nearshore offshore).
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Own end-user support experience for Salesforce applications across business functions.
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Ensure consistent support coverage handoffs and follow-the-sun operations.
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Drive first-contact resolution (FCR) and minimize escalations to L2/L3.
End-User Experience & Adoption
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Act as the face of Salesforce support for business users.
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Ensure clear communication empathy and timely resolution for end users.
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Oversee user onboarding access issues data fixes and usability queries.
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Partner with business teams to improve adoption and reduce support friction.
Incident Request & Queue Management
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Own incident and service request queues and daily operational metrics.
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Ensure SLA compliance for response and resolution times.
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Lead major incident triage and coordinate with L2/L3 and platform teams.
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Run daily/weekly support standups and operational reviews.
Global Team & Vendor Management
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Manage internal teams and/or managed service providers delivering L1 support.
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Define roles shifts coverage models and escalation paths.
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Coach team members on Salesforce fundamentals business processes and soft skills.
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Ensure consistent quality across regions through SOPs and playbooks.
Process Tools & Continuous Improvement
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Establish and refine L1 support playbooks runbooks and knowledge articles.
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Drive self-service and knowledge deflection (FAQs guided flows macros).
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Leverage ticketing tools (ServiceNow Jira Salesforce Service Cloud).
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Identify recurring user issues and partner with product and L2/L3 teams to eliminate root causes.
Governance & Escalation Management
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Ensure proper ticket categorization documentation and handover to L2/L3.
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Track trends and proactively raise risks impacting user productivity.
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Provide clear executive-level reporting on user pain points and service health.
Required Experience & Skills
Must-Have
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Proven experience leading Salesforce L1 / end-user support teams.
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Experience managing globally distributed teams (onshore nearshore offshore).
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Strong understanding of Salesforce user-facing functionality (Sales Service Experience).
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Hands-on experience running high-volume support operations.
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Strong people management coaching and performance management skills.
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Excellent communication and stakeholder management abilities.
Good to Have
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Exposure to ITIL-based support processes.
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Experience working with managed services or AMS providers.
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Familiarity with Salesforce Service Cloud for case management.
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Salesforce Admin or Service Cloud certification.
Success Metrics
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High end-user satisfaction (CSAT).
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Strong first-contact resolution rates.
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Consistent SLA adherence across regions.
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Reduced escalations to L2/L3.
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Improved Salesforce adoption and usability.
Ideal Candidate Profile (Plain English)
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Has run Salesforce L1 support at scale not just overseen it.
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Comfortable managing people across time zones and cultures.
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Balances empathy for end users with operational discipline.
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Can translate user complaints into platform and process improvements.
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Treats Salesforce support as a business-critical service not a helpdesk.
