Service Desk Team Lead

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. Its 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 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 organizations 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.
 

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 teams 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.

Qualifications :

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.

Bachelors 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 prioritises 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 companys 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.

Remote Work :

No

Employment Type :

Full-time