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Business Application Support Lead

4 months ago

South Darenth Kent, United Kingdom Brigade Electronics Group Plc Full time

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.

Interested?

Click apply – or you can register your details and submit your CV to careers@brigade-electronics.com. We look forward to hearing from you.