Full-Time Service Desk L1/L2 Team Leader

Onsite role in Belfast, UK, with full-time position involving 12-hour shifts and digital handovers.

Shift pattern: Four shifts of days, four off, four of nights, four off, then repeat.

• Early shift: GMT 08:00hrs to 20:00hrs (in local office).
• Late shift: GMT 20:00hrs to 08:00hrs (work from home).

Shift Allowance: 10% on top of base salary.

Department: ASPIRE Managed Services, Services Reliability Group.

Vetting Requirements: SC Clearance/CTC Clearance mandatory.

Role Summary: Seeking an experienced Level 1/Level 2 IT Service Desk Team Leader to oversee IT service desk operations 24/7. Manage a global team of service desk analysts, ensuring high-quality IT support and customer service.

Key Responsibilities:

• Supervise, mentor, and develop a team of service desk analysts.
• Oversee daily service desk activities and resolve incidents and service requests.
• Manage major incidents and prioritize workload.
• Monitor service desk performance metrics.
• Ensure high customer service standards.
• Support the development of strategies to enhance end-user experience.
• Maintain service desk processes, procedures, and best practices.
• Provide technical guidance to the service desk team.

Skills, Education & Qualifications:

• Minimum 5 years of IT support experience, with at least 3 years in a managerial role.
• Strong understanding of IT infrastructure and troubleshooting methodologies.
• Experience with service desk management tools (e.g., ServiceNow, Jira, Zendesk).
• Knowledge of ITIL frameworks.
• Excellent leadership and communication skills.

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