ASPIRE GSC – Service Desk L1/L2 Team Leader

📋 Description

• 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

🎯 Requirements

• Minimum of 5 years of experience in IT support, with at least 3 years in a managerial or
• 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.

🎁 Benefits

• Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees
• Strong Career Progression & mentorship coaching through our Strength in Balance &amp
• Flexible/remote working, Version 1 is tremendously understanding of life events and people’s
• Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance
• Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness
• Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft