Business Application Support Lead

Job Description

Brigade Electronics Group Plc is looking for a Business Applications Support Lead to develop and implement policies and procedures that increase efficiency and enhance customer service across all aspects of the service desk.

Key Responsibilities
• Lead the operations of the service delivery and support desk, ensuring efficient management of first, second, and third-line support through both internal team members and oversight of third-party providers.
• Resolve helpdesk queries and manage daily service desk activities promptly, maintaining clear communication with stakeholders regarding resolutions.
• Maintain and improve ISO standards and procedures, including the creation of reports and active participation in audits.
• Ensure service levels remain high, delivering quality IT support across all service desk components within defined SLAs. Conduct thorough investigations to address root causes and implement solutions.
• Utilise the ticketing system daily to ensure real-time updates and accurate statistical data for managing service desk workload and output..
• Provide line management for the apps team coordinator.
• Manage relationships with third-party support providers, approving invoices by verifying the accuracy of time charges to ensure alignment with organisational aims and objectives.
• Analyse support requests to identify knowledge gaps and collaborate with the team to design training programs, workflows, and allocate resources as needed.
• Creating and analysing reports within Monday.com and Excel
• Responsibility for the entire lifecycle of all Support tickets, root cause
analysis and escalation of long-term resolutions

Person Specification
• 2+ years hands on experience in Business Central support within a multi
company/ database environment
• Strong knowledge of Excel and Comfortable working with data
• Relationship management of 3rd party suppliers
• Strong ability to provide support to users throughout the business, both
local and remote, where English may be the users second language.
• Proven track record of resolving challenges and improving processes.
• Experience in building, developing, and managing high-performing
teams.
• Capability to think strategically and contribute to the development and
execution of organisational objectives.

Benefits:
We offer a competitive salary and flexible benefits package, which varies depending on the role; this includes
• Up to 10% bonus (On Average) paid 4 times per year (Feb/Mar/Jul/Oct)
• Fitness Membership – Up to £60 per month
• Pension – Up to 5% matched
• Private Medical Heath via Benenden Health
• Eyecare Vouchers + Vouchers for Glasses
• 4 x Death in Service
• Employee Assistance
• 25 days (Increasing by 1 day every 2 years)

Please find the full job description and candidate privacy policy on the career page of our website. https://brigade- electronics.com/about -us/careers/

Interested?
Click apply – or you can register your details and submit your CV to [email protected]. We look forward to hearing from you.