The Role
Leads a globally distributed Salesforce L1 support organization, overseeing end-user assistance, incident and request queues, SLA compliance, first-contact resolution, major incident triage, team and vendor performance, knowledge management, and continuous improvement. The role drives Salesforce adoption, coordinates with L2/L3 teams, manages support coverage across time zones, and provides executive reporting on service health and user pain points.
Summary Generated by Built In
Job Title
Salesforce Applications Support – Service Delivery Lead (L1 / End-User Support)
Role OverviewWe are seeking a Salesforce Service Delivery Manager to lead and run a global L1 Salesforce support organization with 5 years of experiance, 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 ResponsibilitiesL1 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Proven experience of 5-8 years in 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.
- 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.
- 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.
- 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.
Skills Required
- 5–8 years of experience leading Salesforce L1 or end-user support teams
- Experience managing globally distributed onshore, nearshore, and offshore teams
- Strong understanding of Salesforce user-facing functionality, including Sales, Service, and Experience
- Hands-on experience running high-volume support operations
- Strong people management, coaching, and performance management skills
- Excellent communication and stakeholder management abilities
- 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
Ness Digital Engineering Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ness Digital Engineering and has not been reviewed or approved by Ness Digital Engineering.
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Healthcare Strength — Healthcare coverage is often positioned as comprehensive, with medical and dental described as strong in North America. Wellness programs are also emphasized as part of the core package.
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Flexible Benefits — Flexible or remote work options are frequently highlighted as part of the overall rewards experience. Learning and upskilling support is repeatedly framed as a meaningful benefit tied to the employee value proposition.
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Fair & Transparent Compensation — Pay is characterized as generally “okay to good,” with stronger packages appearing for certain senior roles and some U.S. positions. This suggests compensation can be market-aligned when role level and geography are favorable.
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The Company
What We Do
Ness Digital Engineering, acquired by global investment firm KKR in 2022, is a full-lifecycle digital engineering firm offering digital advisory through scaled engineering services. Headquartered in New York, Ness serves our customers across 11 innovation hubs in the US, Eastern Europe, and India. Combining our core competence in engineering with the latest in digital strategy and technology, we seamlessly manage Digital Transformation journeys from strategy through execution to help businesses thrive in the digital economy. For more information, visit www.ness.com
