Service Desk Manager & Salesforce Administrator

💼 Service Desk Manager & Salesforce Administrator

📍 UK (Remote Working) | 💷 Competitive Daily Rate

🕒 ASAP Start | 12 Month Contract Opportunity

We're hiring! Join a growing organisation as a Service Desk Manager & Salesforce Administrator, leading a critical business systems support function while providing hands-on Salesforce administration across a complex technology landscape.

This is an exciting opportunity for an experienced Service Desk leader with strong Salesforce Administration and Salesforce CPQ expertise who enjoys combining people leadership, operational ownership, and platform administration. You'll play a key role in ensuring high-quality support across Salesforce and other core business systems while driving service excellence, continuous improvement, and user satisfaction.

🔧 What You'll Be Doing

• Lead, coach, and develop a team of Service Desk Analysts, managing workload, performance, and career development

• Own the service desk ticket queue, ensuring effective triage, prioritisation, and resolution of incidents and requests

• Monitor and report on SLA and KPI performance, driving continuous service improvements

• Act as the senior escalation point for complex issues, major incidents, and service breaches

• Manage Salesforce user administration, including roles, profiles, permission sets, and licence allocation

• Configure and maintain Salesforce fields, record types, page layouts, validation rules, flows, reports, and dashboards

• Support Salesforce CPQ administration and ongoing business enhancements

• Maintain Salesforce data quality through imports, exports, deduplication, and governance processes

• Coordinate testing, UAT activities, and deployment of Salesforce changes across sandbox and production environments

• Produce management reporting and service metrics to support business decision-making

• Build and maintain service documentation, knowledge articles, and operating procedures

• Collaborate with platform, project, and service delivery teams to align priorities across BAU and change initiatives

• Support team growth through recruitment, onboarding, and training activities

🧠 What You'll Bring

• Experience managing a Service Desk, Help Desk, IT Support, or Applications Support team

• Hands-on Salesforce Administration experience within a live business environment

• Salesforce CPQ experience (essential)

• Salesforce Administrator Certification, or actively working towards certification

• Strong people management and leadership capabilities

• Proven experience delivering against SLA and KPI targets

• Practical knowledge of Salesforce Flows, Validation Rules, Reports, Dashboards, Roles, Profiles, and Permission Sets

• Experience with ITSM platforms such as Helix, ServiceNow, Jira Service Management, or similar

• Knowledge of ITIL processes including Incident, Problem, and Request Management

• Excellent stakeholder management and communication skills

• Strong problem-solving and prioritisation abilities within fast-paced environments

• Experience supporting business-critical systems and end-user communities

• Exposure to NetSuite, Boomi, OpenAir, or ServiceNow would be advantageous

🌟 Why This Role?

• Lead a high-profile business systems support function

• Combine people management with hands-on Salesforce administration

• Take ownership of service performance, customer experience, and operational excellence

• Work closely with senior stakeholders across business and technology teams

• Drive continuous improvement initiatives with tangible business impact

• Gain exposure to a broad enterprise technology landscape including Salesforce, NetSuite, Boomi, and OpenAir

• Join a collaborative team committed to service excellence and innovation

📌 Key Details

• Location: UK Remote Working

• Working Pattern: Remote

• Contract Length: 12 Months

• Start: ASAP

• Sector: Technology / Business Systems

• Experience: Service Desk Management, Salesforce Administration, Salesforce CPQ, ITSM, Team Leadership

• IR35 Status: Inside IR35

🔗 Interested? Apply now!

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