Service Desk L1/L2 Team Leader

Version 1 is seeking 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 ideal candidate will be a hands-on leader with strong leadership, technical expertise, staff management, and a customer-centric approach to managing IT support services.

Requirements

• 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

Benefits

• Shift Allowance -10% on top of base salary
• Private medical and life insurance coverage
• Free eye tests and contributions towards glasses
• Incentivized certifications and accreditations (e.g., AWS, Microsoft, Oracle, Red Hat)
• Employee-designed Profit Share scheme
• Pathways Career Development Quarterly
• Hybrid schedule and business travel