Salesforce Applications Support – Service Delivery Manager (L1 End-User Support)

New York City, NY - USA

Monthly Salary: Not Disclosed

Posted on: 3 hours 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)

Lead a global Salesforce L1 support team (onshore nearshore offshore).

Own end-user support experience for Salesforce applications across business functions.

Ensure consistent support coverage handoffs and follow-the-sun operations.

Drive first-contact resolution (FCR) and minimize escalations to L2/L3.

End-User Experience & Adoption

Act as the face of Salesforce support for business users.

Ensure clear communication empathy and timely resolution for end users.

Oversee user onboarding access issues data fixes and usability queries.

Partner with business teams to improve adoption and reduce support friction.

Incident Request & Queue Management

Own incident and service request queues and daily operational metrics.

Ensure SLA compliance for response and resolution times.

Lead major incident triage and coordinate with L2/L3 and platform teams.

Run daily/weekly support standups and operational reviews.

Global Team & Vendor Management

Manage internal teams and/or managed service providers delivering L1 support.

Define roles shifts coverage models and escalation paths.

Coach team members on Salesforce fundamentals business processes and soft skills.

Ensure consistent quality across regions through SOPs and playbooks.

Process Tools & Continuous Improvement

Establish and refine L1 support playbooks runbooks and knowledge articles.

Drive self-service and knowledge deflection (FAQs guided flows macros).

Leverage ticketing tools (ServiceNow Jira Salesforce Service Cloud).

Identify recurring user issues and partner with product and L2/L3 teams to eliminate root causes.

Governance & Escalation Management

Ensure proper ticket categorization documentation and handover to L2/L3.

Track trends and proactively raise risks impacting user productivity.

Provide clear executive-level reporting on user pain points and service health.

Required Experience & Skills

Must-Have

Proven experience leading Salesforce L1 / end-user support teams.

Experience managing globally distributed teams (onshore nearshore offshore).

Strong understanding of Salesforce user-facing functionality (Sales Service Experience).

Hands-on experience running high-volume support operations.

Strong people management coaching and performance management skills.

Excellent communication and stakeholder management abilities.

Good to Have

Exposure to ITIL-based support processes.

Experience working with managed services or AMS providers.

Familiarity with Salesforce Service Cloud for case management.

Salesforce Admin or Service Cloud certification.

Success Metrics

High end-user satisfaction (CSAT).

Strong first-contact resolution rates.

Consistent SLA adherence across regions.

Reduced escalations to L2/L3.

Improved Salesforce adoption and usability.

Ideal Candidate Profile (Plain English)

Has run Salesforce L1 support at scale not just overseen it.

Comfortable managing people across time zones and cultures.

Balances empathy for end users with operational discipline.

Can translate user complaints into platform and process improvements.

Treats Salesforce support as a business-critical service not a helpdesk.

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 serv...

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)

Lead a global Salesforce L1 support team (onshore nearshore offshore).

Own end-user support experience for Salesforce applications across business functions.

Ensure consistent support coverage handoffs and follow-the-sun operations.

Drive first-contact resolution (FCR) and minimize escalations to L2/L3.

End-User Experience & Adoption

Act as the face of Salesforce support for business users.

Ensure clear communication empathy and timely resolution for end users.

Oversee user onboarding access issues data fixes and usability queries.

Partner with business teams to improve adoption and reduce support friction.

Incident Request & Queue Management

Own incident and service request queues and daily operational metrics.

Ensure SLA compliance for response and resolution times.

Lead major incident triage and coordinate with L2/L3 and platform teams.

Run daily/weekly support standups and operational reviews.

Global Team & Vendor Management

Manage internal teams and/or managed service providers delivering L1 support.

Define roles shifts coverage models and escalation paths.

Coach team members on Salesforce fundamentals business processes and soft skills.

Ensure consistent quality across regions through SOPs and playbooks.

Process Tools & Continuous Improvement

Establish and refine L1 support playbooks runbooks and knowledge articles.

Drive self-service and knowledge deflection (FAQs guided flows macros).

Leverage ticketing tools (ServiceNow Jira Salesforce Service Cloud).

Identify recurring user issues and partner with product and L2/L3 teams to eliminate root causes.

Governance & Escalation Management

Ensure proper ticket categorization documentation and handover to L2/L3.

Track trends and proactively raise risks impacting user productivity.

Provide clear executive-level reporting on user pain points and service health.

Required Experience & Skills

Must-Have

Proven experience leading Salesforce L1 / end-user support teams.

Experience managing globally distributed teams (onshore nearshore offshore).

Strong understanding of Salesforce user-facing functionality (Sales Service Experience).

Hands-on experience running high-volume support operations.

Strong people management coaching and performance management skills.

Excellent communication and stakeholder management abilities.

Good to Have

Exposure to ITIL-based support processes.

Experience working with managed services or AMS providers.

Familiarity with Salesforce Service Cloud for case management.

Salesforce Admin or Service Cloud certification.

Success Metrics

High end-user satisfaction (CSAT).

Strong first-contact resolution rates.

Consistent SLA adherence across regions.

Reduced escalations to L2/L3.

Improved Salesforce adoption and usability.

Ideal Candidate Profile (Plain English)

Has run Salesforce L1 support at scale not just overseen it.

Comfortable managing people across time zones and cultures.

Balances empathy for end users with operational discipline.

Can translate user complaints into platform and process improvements.

Treats Salesforce support as a business-critical service not a helpdesk.

Key Skills

MAC
Active Directory
Service Support
End user
Access Points
trouble tickets
OS
Linux
Project Management
Service Management
Service Quality
Setup
Service Desk
hardware
Software Applications

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Salesforce Applications Support – Service Delivery Manager (L1 End-User Support)

New York City, NY - USA

Job Summary

Key Skills

About Company

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