Service Desk L1/L2 Team Leader
Job description
As a Service Desk L1/L2 Team Leader, the work centres on managing the digital handover to the next shift team leader for seamless service. It would suit someone who can bring strong leadership and operational judgement to the role.
Why this role may suit you
We are seeking an experienced and results-driven Level 1/Level 2 IT Service Desk Team Leader. Working with your three peers to the Service Desk Manager, to oversee our IT service desk operations 24/7 at the Global Service Centre.
What you would be doing
Managing the digital handover to the next shift team leader for seamless service. Monitoring service desk performance metrics, such as first-call resolution rate, response time, and ticket backlog. Act as a point of contact for key stakeholders regarding service desk performance, including complaints and plaudits.
The working style that fits
Strong leadership and operational judgement.
What you need
- Minimum of 5 years of experience in IT support, with at least 3 years in a managerial or supervisory role.
- ITIL Version 4 Foundation Level certification.
- Experience with service desk management tools (e.g., ServiceNow, Jira, Zendesk).
Practical information
- Work model: Hybrid.
- Shift pattern: Nights.
- Additional detail: Private healthcare.
Job details
- Benefits mentioned: Private healthcare
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