Salesforce Administrator & Service Desk Lead

The Function & Team

The Digital and Technology team's purpose is to provide cutting-edge digital solutions that are safe and reliable whilst improving efficiency and reducing potential risks for everyone at Triple Point.

The Digital Transformation team looks after our core systems, the integration between them, and all aspects of data, from the data warehouse to reporting that provides clear insight into trends. It automates manual business processes, adopts emerging technology such as Gen/Adaptive AI, and uses Microsoft 365 tooling to make TP and our TP'ers more efficient. It also manages our outsourced Salesforce developers and quality assurance specialists to ensure delivery quality and pace.

The role

As our Salesforce Administrator & Service Desk Lead you are the day-to-day owner and single front door for the Salesforce estate. Your primary focus is business-as-usual keeping the platform running, well-supported and well-administered, on clear ITSM principles.

You work closely enough with the transformation to absorb its changes and sustain the modernised platform once it lands making this both a BAU-first role and an embedded part of the programme.

The Role’s Key Responsibilities

• Own day-to-day Salesforce administration and act as the single support front door across the estate.
• Run the service desk on ITSM principles manage ticket queues, prioritisation and SLAs; triage and resolve incidents and requests; and escalate cleanly.
• Build and maintain the knowledge base and runbooks turning fixes into self-service and repeatable process, and spreading knowledge across the team.
• Configure and maintain the platform across Sales, Service and Experience Cloud (FSC preferred) users, profiles and permission sets, flows, page layouts, reports and dashboards.
• Administer the tools that surround the platform telephony / CTI (e.g. Zoom Phone, Service Cloud Voice), e-signature and document generation (e.g. DocuSign) in support of the client journey.
• Own data quality and hygiene deduplication and data-quality tooling, data loads, and monitoring of declarative integrations.
• Support release management and deployments alongside the delivery partner; provide first-line security administration and uphold change control and governance.
• Absorb knowledge transfer from the programme and delivery partner, sustaining BAU through and beyond the transformation.

Experience

• Salesforce Administrator certification, with strong hands-on administration across multiple clouds Sales, Service and Experience Cloud (FSC preferred).
• Service-desk / BAU support experience with solid ITSM knowledge ticket-queue management, prioritisation, SLAs and incident / request handling.
• Flow automation, security and sharing configuration, reports and dashboards, and data management.
• Experience administering telephony / CTI and e-signature / document-generation tooling (e.g. DocuSign) in support of customer journeys.
• Release and deployment support (change sets / SFDX awareness) and strong documentation and knowledge-base discipline.
• Confident stakeholder support and communication the visible front door for platform users.

Qualifications & Desirable

• ITIL Foundation (v4) or equivalent ITSM grounding.
• Further Salesforce certifications Advanced Administrator, Service Cloud Consultant and / or Platform App Builder.
• Experience with ITSM / ticketing platforms (e.g. Jira, ServiceNow, Zendesk) and building service-desk reporting.
• Financial services or other regulated environment.
• Data-quality tooling (e.g. Cloudingo or similar) and awareness of adjacent finance and business systems.
• Exposure to AI-assisted administration, operations and agentic solutioning.

Why Join us?

• You’ll join a talented, collaborative team in a connected environment where ideas and initiative are valued.
• Be part of a growing and innovative team leading the way in tech solutions.
• We offer a competitive salary, a comprehensive benefits package, and genuine opportunities for growth and progression.
• Opportunities for professional development and career progression.

At Triple Point, high performance means living our values every day:

· Stay Curious.

· Be Generous.

· Take Thoughtful Action.

· Pull Together.

· Own It.

In line with our values Stay Curious and Take Thoughtful Action every employee has access to AI tools. We see technology as a co-pilot, helping us improve efficiency and insight while keeping decisions grounded in thoughtful human judgement.