ASPIRE Global Service Centre – Service Desk L1​/L2 Team Leader

• Full-time
• Department: ASPIRE GSC Service Desk

Version 1 has celebrated
30 yearsinbusinessand continues to be trusted by global brands to deliver technology and transformation solutions that drive customer success. Ourdeepexpertiseenables our customers to navigate the rapidly evolving technology landscape. We foster strong partnerships with global technology leaders including Microsoft, AWS, Oracle, Red Hat,Out Systems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.

We’rean award-winning employer reflecting how our employees are at the very heartof whatwe do:

• 10+ years as a Great Place to Work in Ireland & UK
• Best Workplace for Women in the UK & Ireland by GPTW
• Best Workplace for Wellbeing in the UK by GPTW

We’rea co revalues driven company, we hire people who share our values, and we reward those who display and foster them,it’sdeeply embedded within our DNA. Invest in us andwe’llinvest in you!.

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 Service Now 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.

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…