ASPIRE Global Service Centre – Service Desk L1/L2 Team Leader (Belfast)

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.

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 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 ekta.bahl@version1.com. We will consider all requests carefully, respectfully and confidentially.

#LI-EB1 #LI-Hybrid