Overview
Version 1 is a global leader in business transformation with deep expertise in cloud, data and AI, application modernisation, and service delivery management. We work with large public sector organisations and major global brands to drive transformations through technology and expert teams.
Our ASPIRE Managed Services emphasise AI, continuous improvement and business innovation, with a focus on supporting self-service and automation using ServiceNow ITSM tooling to deliver excellent customer experience.
Role Summary
Our ASPIRE Global Service Centre is the central hub of our Service Management operations, coordinating all workflows, processes, procedures, and tooling. We seek an experienced and results-driven Level 1/Level 2 IT Service Desk Team Leader to oversee IT service desk operations 24/7 at the Global Service Centre. The role requires a hands-on leader who can manage a team of service desk analysts globally at Level 1 and Level 2, ensuring high-quality IT support and customer service. This position suits someone who has progressed from the 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.
* Active involvement in ticket handling and resolutions when needed.
* Identify continuous improvements, including shift-left and automation.
* Ensure a high standard of customer service by monitoring end-user feedback and addressing concerns.
* Support development and implementation of strategies to enhance the end-user experience, including digital contact channels and automated workflows.
* Act as a point of contact for key stakeholders regarding service desk performance, including complaints and compliments.
* Support the development, documenting, and maintaining of service desk processes, procedures, and best practices.
* Ensure compliance with company policies and ITIL standards.
* Identify and implement improvements to service desk tools and workflows.
* Collaborate with other IT teams to ensure alignment across IT operations.
* Create and maintain knowledge base articles and guides for L1/L2 resolutions.
* Provide technical guidance to the service desk team 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.
* Flexibility to work in a rotating shift pattern, including nights, weekends, and holidays.
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.
* 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.
Additional Information
Version 1 offers a comprehensive benefits package prioritising well-being, professional growth, and financial stability. Hybrid schedule options and business travel are available. Private medical and life insurance coverage, free eye tests, and contributions towards glasses are provided. Opportunities for incentivised certifications in AWS, Microsoft, Oracle, and Red Hat exist. A Profit Share scheme distributes a portion of company profits quarterly among employees, and Pathways Career Development supports professional growth.
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