Salesforce Admin Lead

• Achieve and consistently surpass all defined Service Level Agreement (SLA) targets for timely incident resolution and service request completion., As the Salesforce Service Admin Lead, EU, you will be the core driver responsible for optimizing the performance and daily workflow of the Salesforce support team. This includes strategic incident management, strict enforcement of service agreements, and leveraging ITSM principles to guarantee best-in-class support services., * Service Delivery & Oversight: Lead and direct daily team performance, accelerating the resolution of critical incidents and managing the queue of incoming support requests to ensure every ticket is closed within defined SLAs.
• Process Governance: Act as the ITSM champion, applying best practice principles to expertly manage the full lifecycle of all incidents, problems, and service requests.
• Platform Stewardship: Maintain rigorous system health by performing routine checks, vigilantly ensuring data integrity across the platform, and proactively partnering with stakeholders to implement continuous, scalable process improvements.
• Team Growth & Coordination: Facilitate technical growth by offering hands-on guidance and mentorship to junior support staff, while simultaneously serving as the key coordinator for seamless issue escalation to developers and business analysts.
• Knowledge Management: Build and manage the official knowledge base, ensuring all support procedures are thoroughly documented to empower the team and streamline future resolutions., * You hold a Salesforce Admin (or Developer) certification.

Do you have experience in Salesforce?, We are searching for a dynamic and experienced Salesforce Service Admin Lead to champion the health, maintenance, and support of our entire CRM platform. This is a critical leadership role focused on deploying proven ITSM methodologies to achieve and sustain uninterrupted system excellence across our European operations., * You have significant, proven experience in leading support teams or managing high-stakes service delivery within multi-national corporate environments.

• You possess hands-on experience implementing and managing robust change control and release management processes within Salesforce ecosystems.