Service Desk L1/L2 Team Leader
Location: Dublin, Ireland (Onsite Position)
Job Type: Full Time
Job Description:
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 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 to oversee our IT service desk operations 24/7 at the Global Service Centre. The ideal candidate will be a hands‑on leader, managing 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.
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 prioritise workload, including escalations and major incident handling.
* Actively handle ticket resolution and troubleshooting when needed.
* Identify continuous improvements, including shift‑left and automation initiatives.
* 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.
* Document, maintain, and continually improve 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.
* Create and maintain 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
* 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.
* Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
* Relevant Technical Certifications.
Company Description
Version 1 is a global leader in business transformation. For nearly three decades, we have partnered with customers to deliver beyond expectations through cutting‑edge technology and expert teams. Our deep expertise in cloud, data and AI, application modernisation, and service delivery management has redefined businesses worldwide.
We place users and user‑centric design at the heart of everything we do, enabling our clients to exceed expectations for their customers. Guided by our Strength in Balance model, we focus equally on our customers, our people, and a strong organisation, underpinned by core values embedded in every aspect of our work.
Our global technology partners—Oracle, Microsoft, AWS, Red‑Hat, and Snowflake—help us tackle challenges by leveraging a technology‑driven approach, while our teams of skilled and passionate individuals operate with agility and integrity, continuously investing in their development and fostering collaboration and innovation.
Benefits
* Hybrid schedule with business travel opportunities.
* Private medical and life insurance coverage, free eye tests, and contributions towards glasses.
* Incentivised certifications and accreditations, including AWS, Microsoft, Oracle, and Red‑Hat.
* Profit‑share scheme dividing a portion of company profits quarterly.
* Pathways Career Development programme to support professional growth.
Seniority Level
Mid‑Senior level
Employment Type
Full-time
Job Function
Information Technology, Consulting, and Customer Service
Industries
IT Services and IT Consulting, Information Services, Offshore and Offshoring Consulting
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