ASPIRE Global Service Centre – Service Desk L1/L2 Team Leader (Belfast)
Core
Lead and manage global L1/L2 IT service desk operations, ensuring 24/7 high-quality support and incident resolution for customers.
Role type
Senior IC IT Service Desk Team Leader
Builds
IT service desk operations and customer support workflows
Domain
IT Service Management (ITSM)
Required skills
ITIL V4 Foundation, ServiceNow, incident management, team leadership, performance management, shift management, major incident handling, knowledge base creation, AWS/Azure fundamentals, Active Directory, Group Policy, Windows Server, Linux, Microsoft Office 365
Preferred skills
ITIL certification, relevant technical certifications
Technologies
ServiceNow, Jira, Zendesk, AWS, Azure, Active Directory, Group Policy, Windows Server, Linux, Microsoft Office 365
Responsibilities
Supervise and mentor service desk analysts, oversee daily service desk activities, manage major incidents, monitor service desk performance metrics, manage digital handovers, identify continuous improvements, ensure compliance with ITIL practices, create and maintain knowledge base articles, provide technical guidance to the team, generate performance reports, analyze data for improvement, work rotating shifts
Seniority
Senior, hands-on IC
