Service Desk Lead

Role: Service Desk LeadSalary: £30,000 - £40,000Location: Wiltshire - 3 days p/w on site

We are looking for an enthusiastic Service/Support Desk Lead to join their team. As a leader in their field, our client prioritises excellence, creativity, and efficiency in all aspects of our work. They are seeking likeminded individuals to drive success through various channels, Service/Support desk being their main priority.

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.
• 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.

Software Support Responsibilities:

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

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