Power Platform Developer - Development Support Desk Lead

The Power Platform Developer - Development Support Desk Lead is a senior, hands-on technical role responsible for owning and leading Valto's Power Platform and SharePoint development support desk. The role combines deep technical capability with operational leadership, ensuring support tickets are triaged, resolved, and delivered to a consistently high standard.

This role is suited to an experienced developer who enjoys problem-solving, customer interaction, and accountability for live environments. The postholder will act as the technical authority for support tickets, taking ownership of complex issues, guiding junior developers, and ensuring SLAs, quality standards, and customer expectations are met.

The role requires strong experience across Power Automate, Power Apps (Canvas and Model Driven), SharePoint (including SPFx, PnP, and Microsoft Graph), alongside Azure integration, PowerShell automation, and DevOps practices.

In addition to resolving issues, the Support Desk Lead is responsible for improving support processes, reducing repeat incidents, and feeding insights back into delivery teams to continuously improve solution quality., 1. Development Support Desk Ownership

• Act as the technical lead for the Development Support Desk, owning incoming Power Platform and SharePoint support tickets.
• Triage and prioritise tickets appropriately, ensuring SLAs and customer expectations are met.
• Take direct ownership of complex, high-impact, or escalated tickets, resolving issues efficiently and safely in live environments.
• Ensure tickets are clearly documented, updated, and closed with high-quality resolutions and customer communication.
• Identify recurring issues and drive root cause analysis to reduce repeat incidents.

2. Technical Delivery & Issue Resolution

Diagnose, troubleshoot, and resolve issues across:

• Power Automate
• Power Apps (Canvas & Model Driven)
• SharePoint Online (including SPFx solutions)
• Maintain and enhance existing solutions rather than net-new project builds.

Develop fixes, enhancements, and optimisations using:

• SPFx, PnP, Microsoft Graph, SQL, and REST APIs
• Azure services (Logic Apps, Functions, DevOps pipelines)
• PowerShell scripting for automation and maintenance
• Ensure fixes are tested, safely deployed, and aligned to Valto's quality and governance standards.

3. Stakeholder & Customer Interaction

• Act as a trusted technical point of contact for customers regarding support-related queries and incidents.
• Collaborate with Business Unit Leaders, Consultants, Project Teams, and Account Managers to ensure smooth handover from delivery into support, and communication on inflight tickets.
• Provide clear explanations of issues, resolutions, and preventative recommendations to non-technical stakeholders.

4. Team Leadership & Mentoring

• Lead day-to-day technical activity on the support desk, setting standards for quality, responsiveness, and professionalism.
• Mentor junior developers working on support tickets, reviewing fixes and guiding best practice.
• Provide coaching on debugging, live-environment working, and customer-facing communication.
• Contribute to continuous improvement of the support function, including tooling, processes, and documentation.

5. Knowledge Management & Continuous Improvement

• Maintain and contribute to internal knowledge bases, runbooks, and support documentation.
• Capture lessons learned from support incidents and feed them back into delivery teams to improve future solution design.
• Support Valto's wider knowledge-sharing culture through internal sessions, blogs, or technical guidance where appropriate.

Key Performance Indicators (KPIs)

• Ticket resolution quality: High first-time fix rate with minimal rework.
• SLA adherence: Tickets triaged and resolved within agreed timeframes.
• Customer satisfaction: Positive feedback on support responsiveness and clarity.
• Knowledge contribution: Regular updates to documentation and shared learning.
• Timesheet completion: 100%.
• Certification progress: Achievement of agreed Microsoft certifications within timelines.

Do you have experience in SharePoint?