ASPIRE Global Service Centre – Service Desk L1/L2 Team Leader (Belfast)

📋 Description

• Oversee IT service desk operations 24/7 at the Global Service Centre
• Lead a team of L1/L2 analysts with hands-on involvement in ticket handling
• Drive continuous improvement, automation, and end-user experience enhancements
• Manage major incidents and service requests with focus on metrics
• Collaborate with other IT teams to align IT operations
• Support knowledge base creation and guidance for resolutions

🎯 Requirements

• Minimum 5 years IT support experience, with 3+ years in management
• Proven service desk leadership in fast-paced environments
• Strong IT infrastructure knowledge and troubleshooting
• Experience with ServiceNow, Jira, Zendesk; ITIL knowledge
• Excellent leadership, communication, and customer focus
• ITIL v4 Foundation or equivalent certification preferred

🎁 Benefits

• Flexible/remote working options and strong career progression
• Competitive day rate and long-term career stability
• Educational assistance and certifications (AWS, Microsoft, Oracle, Red Hat)
• Employee wellbeing programs and 24 days holiday plus public holidays
• Private healthcare, pension, and life assurance
• Inclusive, diverse workplace with supportive culture