At a Glance
- Tasks: Lead a dynamic team in delivering top-notch IT support and customer service.
- Company: Join Version 1, a trusted tech partner for global brands with a vibrant culture.
- Benefits: Enjoy flexible working, competitive pay, and a range of wellness initiatives.
- Other info: Be part of an award-winning employer committed to diversity and employee wellbeing.
- Why this job: Make a real impact in a fast-paced environment while developing your leadership skills.
- Qualifications: 5+ years in IT support, with strong leadership and technical expertise required.
The predicted salary is between 37800 - 46200 £ per year.
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, OutSystems, and Snowflake, ensuring that our customers are provided with the highest quality solutions and services.
We are 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 are 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!
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 ServiceNow 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, you will 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 organisations' 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., ServiceNow, 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 offers 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 us. We will consider all requests carefully, respectfully, and confidentially.
ASPIRE Global Service Centre Service Desk L1/L2 Team Leader (Belfast) in Lisburn 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) in Lisburn
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Version 1. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Version 1 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace ASPIRE Global Service Centre Service Desk L1/L2 Team Leader (Belfast) in Lisburn
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Version 1:Your cover letter is your chance to shine! Tell us why you want to work at Version 1 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Version 1!
How to prepare for a job interview at Version 1
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
