Global Service Desk Lead (L1/L2) – 24/7 IT Support & Mentoring

Version 1; United States; Remote; USD 110,000 - 140,000; Full time

Job summary

Version 1's Aspire GSC leads a global L1/L2 IT service desk, providing 24/7 support and guidance to analysts. You will supervise, mentor, and develop a team, overseeing incidents and metrics while driving improvements and ITIL-aligned operations.

Based in the United States, you will collaborate with cross-functional teams, leverage ServiceNow for AI-driven support, and guide technical direction in a fast-paced transformation environment.

Qualifications

• 5+ years of IT support experience.
• 3+ years of supervisory/leadership experience.
• Experience with Windows Server, Linux, Active Directory and Office 365.

Responsibilities

• Supervise, mentor, and develop a global L1/L2 service desk team.
• Manage daily operations, major incidents, and metrics.
• Drive improvements, ensure ITIL compliance, and provide technical guidance.

Skills

People leadership

ITIL foundations

Windows Server

Linux

Active Directory

Office 365

Mentoring

Tools

ServiceNow

Job description

Version 1's Aspire GSC leads a global L1/L2 IT service desk, providing 24/7 support and guidance to analysts. You will supervise, mentor, and develop a team, overseeing incidents and metrics while driving improvements and ITIL-aligned operations.

Based in the United States, you will collaborate with cross-functional teams, leverage ServiceNow for AI-driven support, and guide technical direction in a fast-paced transformation environment.