Salesforce Helpdesk Team Lead (Remote, Philippines Only)

Location: Remote (Philippines).
Employment Type: Full-time, project based.
Mission duration: 6 months minimum.
Time zone: UTC+8.
Work Schedule: Morning shift ; mid shift or evening shift depending on client.
Seniority required: 5 years.

We are seeking an experienced Salesforce Helpdesk Team Lead to oversee and support our technical support team. The ideal candidate will be responsible for managing Level 1 support staff, ensuring efficient ticket resolution, and optimizing Salesforce system performance for end-users.

Key responsabilities :

• 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.

Key qualifications :

• 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.

Nice to have :

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