Support Desk Lead

Permanent/£30,000 - £40,000/Wiltshire

About Us: We are a dynamic and innovative company seeking an enthusiastic Support Desk Lead to join our team. As a leader in our field, we prioritise excellence, creativity, and efficiency in all aspects of our work. If you thrive in a fast-paced environment and are passionate about providing top-notch support, we want to hear from you.

What We Are Looking For: We are seeking an individual who is:

• Enthusiastic and motivated to lead a team towards success.
• Experienced in leading teams and working within a service desk environment.
• Proficient in JIRA with the ability to set up processes, portals, and automations.
• Skilled in reporting and identifying common trends in issues raised using JIRA.
• Knowledgeable in UML (Lucid, draw IO, Visio) for diagramming and process visualisation.

Key Experience Required:

• Leading a team in a service desk environment.
• Proficiency in JIRA, including setting up processes, portals, and automations, as well as reporting and trend analysis.
• Experience in triage processes, documentation, and updating runbooks.
• Familiarity with manual processes, change request writing, SQL for data updates, SFTP, and portal creation on JIRA.
• Strong process management and workflow management skills.

Software Support Responsibilities:

• Handling manual tasks across multiple platforms.
• Writing and delegating the use of runbooks.
• Providing network support.

Beneficial Experience:

• ITIL V3 certification is a plus.

Responsibilities:

• Maintain clear communication with internal stakeholders.
• Develop a roadmap to expand service desk processes across multiple sites.