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Manager, IT Salesforce Support

Job Description:

Position Summary:  


Manager, IT Salesforce Support 100% Remote


The Manager IT-Salesforce Support is responsible for the management and development of the Salesforce Support Team.

The primary focus is to create and manage teamwork processes that will boost productivity and efficiency, enhance excellence in communication, monitor service delivery, and work closely with the business and internal IT teams, identifying, developing, and supporting necessary technical solutions within the Salesforce Support group.


This role has direct supervisory responsibilities.

Essential Functions


• Oversee Salesforce Support requests, incidents, and problems

• Lead, motivate and guide the members of the Salesforce Support team to maintain the highest level of performance

• Analyze problems and request trends and data to eradicate most common problems

• Coordinate urgent requests, acting as an escalation point for support issues when necessary

• Monitor staff activities and progress and coordinate completion of scheduled activities and projects

• Escalate issues timely to next tier support if the support team is unable to address the issue directly

• Coach staff in translating technical solutions into user-friendly language suitable for users with limited experience with information technology

• Organize training and plan for team members to receive training on the latest and best practices in handling Salesforce Support related issues

• Maintain and promote a professional leadership relationship with all departments within the company’s internal and external organization to achieve optimal performance, compliance, and problem resolution

• Review and approve e-time punches before submitting for payroll processing.

Reviews and approves time off request forms and schedule time off based on staffing demands

• Drive the Salesforce Support Team and instill a customer service culture

• Work as project lead for all Salesforce Support related projects, maintaining project plans and providing regular updates

• Research emerging Salesforce technologies and recommend technology solutions

• Work with cross-functional teams to provide and integrate Salesforce processes and procedures that can deliver quick problem resolution for our end users

• Assist in authoring and maintaining documentation for the IT Organization to ensure all Salesforce Analysts are following salesforce Support procedures

• Perform other duties as assigned



Minimum 4 Year / Bachelors Degree in a related field such as Computer Science and Business Administration

Minimum One or more of the following certifications:

• Certified Administrator

• Certified Developer

• Certified Sales/Service Consultant


Minimum of 5 years of related technical and managerial experience in a Salesforce environment


• Excellent communication, written, organizational and verbal skills

• Strong leadership skills

• Task and time management skills

• Analytical and problem-solving skills

• Strong commitment to customer support

• Established ability and desire to learn Corporate, Division, and Location-specific applications,

Technology, and terminology

• Demonstrated ability in customer support processes and techniques

• Prior experience supporting customers in Salesforce

• Good knowledge of customer relations and management

• Demonstrated conflict management and resolution experience

• Proven management and decision-making skills concerning Salesforce policies, processes, and procedures, with a proven track record of completing tasks and maintaining the project schedule

• Ability to manage multiple high priority initiatives in a fast-paced, highly technical environment

Why is This a Great Opportunity

Very rare Full Time Employment opportunity with benefits and potential visa sponsorship that will be entirely remote even after the pandemic ceases

Tremendous growth opportunity and incredibly stable environment in an industry that is not going to be replaced an time soon!



Job Type:

Full Time

Salary Range:

Above $200,000


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