Service Desk Lead

Role: Service Desk Lead Salary: £30, - £40, Location: Wiltshire - 3 days p/w on siteWe 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.