Global IT Service Desk Lead (L1/L2)

Version-1; Belfast City District; Hybrid; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Profit share

Pension 5% matched

Private healthcare

Gym discounts

Flexible/remote working

Job summary

Version 1 is seeking a Level 1/2 IT Service Desk Team Leader to oversee a global team and ensure high-quality IT support across shifts. The role covers incident management, process ownership, and customer-focused service delivery within a dynamic ASPIRE Global Service Centre.

You will lead with hands-on involvement, drive continuous improvement, and collaborate with IT teams to align workflows, tools, and knowledge resources for optimal end-user experience.

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.

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

Leadership

ITIL

ServiceNow

Team Management

Customer-focused

Education

Bachelor's degree in CS/IT

Tools

ServiceNow

Jira

Zendesk

Job description

Version 1 is seeking a Level 1/2 IT Service Desk Team Leader to oversee a global team and ensure high-quality IT support across shifts. The role covers incident management, process ownership, and customer-focused service delivery within a dynamic ASPIRE Global Service Centre.

You will lead with hands-on involvement, drive continuous improvement, and collaborate with IT teams to align workflows, tools, and knowledge resources for optimal end-user experience.