At a Glance
- Tasks: Lead a dynamic team in delivering top-notch IT support and service management.
- Company: Join Version 1, a trusted tech partner for global brands with a vibrant culture.
- Benefits: Enjoy competitive pay, flexible working, wellness initiatives, and career development opportunities.
- Other info: Be part of an inclusive workplace that values diversity and personal growth.
- Why this job: Make a real impact in a fast-paced environment while growing your leadership skills.
- Qualifications: 5+ years in IT support, with strong leadership and customer service skills required.
The predicted salary is between 51750 - 63250 £ per year.
Company Description
Version 1 has celebrated 30 years in business and continues to be trusted by global brands to deliver technology and transformation solutions that drive customer success.
Our deep expertise enables our customers to navigate the rapidly evolving technology landscape.
We foster strong partnerships with global technology leaders including Microsoft, AWS, Oracle, Red Hat, Out Systems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.
We’re an award-winning employer reflecting how our employees are at the very heart of what we do:
- UK & Ireland's premier AWS, Microsoft & Oracle partner
- 3300+ strong, €350/£300m revenue business
- 10+ years as a Great Place to Work in Ireland & UK
- Best Workplace for Women in the UK & Ireland by GPTW
- Best Workplace for Wellbeing in the UK by GPTW
We’re a core values driven company, we hire people who share our values, and we reward those who display and foster them, it’s deeply embedded within our DNA.
Invest in us and we’ll invest in you!.
Job Description
Role Summary
Our ASPIRE Global Service Centre is the central hub of our Service Management operations.
Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling.
It’s a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does.
With a focus on supporting self-service and automation, we utilise the best digital capabilities of the Service Now ITSM tooling product to provide the very best Experience to our Customers.
We are seeking an experienced and results-driven Level 1/Level 2 IT Service Desk Team Leader.
Working with your three peers to the Service Desk Manager, to oversee our IT service desk operations 24/7 at the Global Service Centre.
The ideal candidate will be a hands-on leader and will manage a team of service desk analysts globally at both Level 1 and Level 2 skills, ensuring the delivery of high-quality IT support and excellent customer service to our organization’s Customers.
This role requires a strategic thinker with strong leadership, technical expertise, staff management and a customer-centric approach to managing IT support services.
This role is highly suited to a person who has started from the ground up in a Service Desk environment.
SC Clearance/CTC Clearance level is mandatory for this role.
Key Responsibilities
- Supervise, mentor, and develop a team of service desk analysts.
- Establish performance objectives and provide regular feedback through performance evaluations.
- Foster a positive and collaborative team environment.
- Oversee daily service desk activities, ensuring prompt resolution of incidents and service requests.
- Responsible for all major incidents, utilising your team’s engagement.
- Monitor service desk performance metrics, such as first-call resolution rate, response time, and ticket backlog.
- Manage the digital handover to the next shift team leader for seamless service.
- Manage and prioritize workload, including escalations and major incident handling.
- Ability and willingness to be active in ticket handling and resolutions.
- Identifying continuous improvements, including for shift-left and automation.
- Ensure a high standard of customer service by monitoring end-user feedback and addressing any concerns.
- Support the development and implementation of strategies to enhance the end-user experience, including the use of digital contact channels and automated workflows.
- Act as a point of contact for key stakeholders regarding service desk performance, including complaints and plaudits.
- Support the development, documenting, and maintaining of service desk processes, procedures, and best practices.
- Ensure compliance with company policies and industry standards, including ITIL practices.
- Identify and implement improvements to service desk tools and workflows.
- Collaborate with other IT teams to ensure alignment and efficiency across all IT operations.
- The creation and maintenance of knowledge base articles and guides to aid in L1/L2 technical resolutions.
- Provide technical guidance to the service desk team, assisting with complex issues as needed.
- Stay updated on emerging technologies and recommend tools to improve service desk functionality.
- Support the generation of regular reports on service desk performance and trends.
- Analyse data to identify areas for improvement and develop action plans accordingly.
- Flexibility to work in a rotating shift pattern, including nights, weekends, and holidays.
Qualifications
Skills, Education & Qualifications
- Minimum of 5 years of experience in IT support, with at least 3 years in a managerial or supervisory role.
- Proven track record of managing a service desk team in a fast-paced environment.
- Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
- Experience with service desk management tools (e. g., Service Now, Jira, Zendesk).
- Knowledge of ITIL frameworks and best practices; ITIL certification preferred.
- Excellent leadership and team management skills.
- Strong communication, interpersonal, and problem-solving abilities.
- Customer-focused mindset with a commitment to delivering high-quality support.
- Strategic thinking and decision-making.
- Ability to manage multiple priorities and meet deadlines.
- Adaptability to evolving technologies and processes.
- Strong analytical and reporting skills.
- Proficiency in Microsoft Office 365 Support.
- Knowledge of AWS and Azure fundamentals.
- Proficiency in Active Directory and Group Policy Support.
- Strong technical proficiency in Windows Server and Linux (preferable) operating systems.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- ITIL Version 4 Foundation Level certification.
- Relevant Technical Certifications.
- Additional Information
At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.
Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company's profits
Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme
Flexible/remote working, Version 1 is tremendously understanding of life events and people’s individual circumstances and offer flexibility to help achieve a healthy work life balance
Financial Wellbeing initiatives including; Version 1 Pension with a 5% employee-matched contribution, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme
Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more.
24 days holiday allowance plus Public Holidays, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies
Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat
Reward schemes including Version 1’s Annual Excellence Awards & quarterly Star Awards.
Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.
And many more exciting benefits… drop us a note to find out more.
Version 1 is an equal opportunities employer
We are committed to building a diverse, inclusive and respectful workplace where everyone feels valued and able to thrive.
We welcome applications from people of all backgrounds, identities and lived experiences, and we value the different perspectives people bring including those shaped by disability and neurodiversity.
We want every candidate to have a positive and accessible recruitment experience. If you need reasonable adjustments at any stage of the process, please contact
[email protected] . We will consider all requests carefully, respectfully and confidentially.
#LI-EB1 #LI-Hybrid
ASPIRE Global Service Centre – Service Desk L1/L2 Team Leader (Belfast) employer: Version 1
Version 1 is an exceptional employer that prioritises the well-being and professional growth of its employees. With a strong focus on fostering a collaborative work culture, this role offers unique opportunities to engage with leading Private Sector organisations in the UK & Ireland, driving meaningful impact while enjoying competitive salaries, bonuses, and comprehensive benefits. Join us to be part of a dynamic team that values innovation and personal development.
StudySmarter Expert Advice🤫
We think this is how you could land ASPIRE Global Service Centre – Service Desk L1/L2 Team Leader (Belfast)
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Version 1 values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Version 1 might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Version 1!
✨Direct Apply to Version 1
Let's not forget to apply directly through the Version 1 website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace ASPIRE Global Service Centre – Service Desk L1/L2 Team Leader (Belfast)
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Version 1.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Version 1. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Version 1
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
