Service Desk L1/L2 Team Leader

Version 1 is seeking an experienced Level 1/Level 2 IT Service Desk Team Leader to oversee IT support operations at the Global Service Centre. This role involves leading a team, ensuring high-quality service delivery, and fostering a collaborative environment. It is a fully onsite position based in Belfast, UK, requiring 12-hour shifts, and offering a hybrid work schedule.

Requirements

• Minimum 5 years of experience in IT support with 3+ years in a supervisory role.
• Proven track record managing a service desk team in a fast-paced environment.
• Strong understanding of IT infrastructure and troubleshooting methodologies.
• Experience with service desk management tools (e.g., ServiceNow, Jira, Zendesk).
• Knowledge of ITIL frameworks and best practices.
• 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 (preferred).

Benefits

• Comprehensive benefits package
• Hybrid work schedule
• Private medical and life insurance
• Free eye tests and glasses contributions
• Incentivized certifications and accreditations