technology job

Service Desk Lead

  • Posted April 24, 2024
  • £30000 - £40000 per annum
  • Wiltshire
  • Permanent

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.


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

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