Service Desk Manager

Location: Belfast, UK

Job Type: Full Time

Onsite role, Belfast, full time position, 3-5 days per week in office (not shift)

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 Service Desk Manager to deliver the effective global operation of the ASPIRE service desk, 24/7, ensuring exceptional IT support services are delivered in alignment with ITIL practices and organizational goals. This role is pivotal in maintaining service quality, optimizing workflows, and fostering a high-performing, customer-focused service desk team. The ASPIRE service desk operates in a fast-paced, dynamic environment where prioritizing customer satisfaction and service efficiency is essential. Fully adopting the use of ServiceNow Now Assist AI and Automation capabilities, as well as an exceptional digital customer experience. The 24/7 shift teams are based in Belfast, Dublin and Bengaluru, with onsite support teams based in London and Dublin.

Key Responsibilities:

• Manage daily service desk operations, ensuring adherence to ITIL processes and organizational SLAs.
• Oversee the effective resolution of incidents (including major incidents), service requests, and escalations while minimizing disruptions.
• Oversee the tracking, analysing, and reporting on KPIs and service metrics to identify areas for improvement and ensure consistent service delivery.
• Manage the L1/L2 shift team leaders, and service desk support lead.
• Mentor and develop a team of service desk leads and their service desk staff, fostering a positive and collaborative environment.
• Promote adherence to ITIL best practices, including incident, problem, change, and knowledge management.
• Identify inefficiencies in processes and workflows, recommending and implementing improvements to enhance service quality.
• Motivate and inspire the team to achieve organisational and service desk objectives and maintain high levels of customer satisfaction.
• Build strong relationships with stakeholders and end-users, ensuring their IT support needs are met effectively and professionally.
• Collaborate with third-party vendors for service desk tools and solutions, ensuring optimal performance and cost-effectiveness.
• Contribute to proposal collateral, including service offerings, service descriptions and costings.
• Participate in customer-facing reviews as required.

Qualifications Skills, Education & Qualifications:

• Experience in IT support, with at least 3 years in a managerial or supervisory role.
• Proven track record of managing a successful service desk team in a fast-paced environment.
• Proven track record in delivering a digital user experience to very high outcomes.
• Proven track record in delivering shift left, automation and AI-driven results.
• Working understanding of IT infrastructure, systems, and troubleshooting methodologies.
• Experience with service desk management tools (e.g., ServiceNow).
• 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.
• 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 prioritizes 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.