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.