Overview
We are seeking an experienced and results-driven IT L1/L2 Service Desk Team Leader. Working with your peers to the Service Desk Manager to oversee our IT service desk operations 24/7 at the Global Service Centre. The ideal candidate will manage a team of service desk technicians and analysts, ensuring the delivery of high-quality IT support and excellent customer service to our organization’s employees and clients. This role requires a strategic thinker with strong leadership, technical expertise, 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.
Our Global Service Centre is a core delivery component of the Version 1 ASPIRE Managed Services that place AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on shift-left and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product.
Key Responsibilities:
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Leadership and Management:
- Supervise, mentor, and develop a team of service desk technicians and analysts.
- Establish performance objectives and provide regular feedback through performance evaluations.
- Foster a positive and collaborative team environment.
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Service Desk Operations:
- Oversee daily service desk activities, ensuring prompt resolution of incidents and service requests.
- Monitor service desk performance metrics, such as first-call resolution rate, response time, and ticket backlog.
- Manage and prioritize workload, including escalations and major incident handling.
- Identifying continuous improvements for shift left and automation.
- Ability and willingness to be active in ticket handling and resolutions.
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Customer Service and Support:
- Ensure a high standard of customer service by monitoring end-user feedback and addressing any concerns.
- Develop and implement 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.
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Process Improvement and Compliance:
- Develop, document, and maintain 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.
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Technical Expertise and Collaboration:
- 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 aide in 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.
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Reporting and Analysis:
- Generate regular reports on service desk performance and trends.
- Analyze data to identify areas for improvement and develop action plans accordingly.
- Present findings and updates to the S.
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Education:
- Graduate or Post Graduate
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Experience:
- Minimum of 8+ years of experience in IT support, with at least 5 years in a managerial or supervisory role.
- Proven track record of managing a service desk team in a fast-paced environment.
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Technical Skills:
- 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.
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Soft Skills:
- Excellent leadership and team management skills.
- Strong communication, interpersonal, and problem-solving abilities.
- Customer-focused mindset with a commitment to delivering high-quality support.
Key Competencies:
- Strategic thinking and decision-making.
- Ability to manage multiple priorities and meet deadlines.
- Adaptability to evolving technologies and processes.
- Strong analytical and reporting skills.
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 also offer a range of tech-related benefits, including an innovative Tech Scheme to help keep our team members up-to-date with the latest technology.
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 company's 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.
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