Service Desk L1/L2 Team Leader

Onsite role, Belfast, UK. Full time position - 12-hour shifts with digital handovers to next shift. Routine is four shifts of days, four off, four of nights, four off, then repeat. Early shift: GMT 08:00hrs to 20:00hrs. Late shift: GMT 20:00hrs to 08:00hrs. Early shifts in the local office. Late shifts work from home. Shift Allowance -10% on top of base salary.

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, 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.

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.

At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their well-being, professional growth, and financial stability. One of our standout advantages is the ability to work with a hybrid schedule along with business travel, allowing our employees to strike a balance between work and life. We prioritise the health and safety of our employees, providing private medical and life insurance coverage, as well as free eye tests and contributions towards glasses. Our team members can also stay ahead of the curve with incentivized certifications and accreditations, including AWS, Microsoft, Oracle, and Red Hat. Our employee-designed Profit Share scheme divides a portion of our company's profits each quarter amongst employees. We are dedicated to helping our employees reach their full potential, offering Pathways Career Development Quarterly, a programme designed to support professional growth.