Service Desk Manager na Version 1

Version 1 has celebrated over 28 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success. Our expertise enables our customers to navigate the rapidly changing Digital-First world we live in. We foster strong partnerships with leading technology giants including Microsoft, AWS, Oracle, Red Hat, OutSystems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.

We’re an award-winning employer reflecting how our employees are at the very heart of Version 1 and what we do:

• UK & Ireland's premier AWS, Microsoft & Oracle partner
• 3300+ strong, €350/£300m revenue business
• 10+ years as a Great Place to Work in Ireland & UK
• Best Workplace for Women in the UK & Ireland by GPTW
• Best Workplace for Wellbeing in the UK by GPTW

We’re a core values driven company, we hire people who share our values, and we reward those who display and foster them, it’s deeply embedded within our DNA. Invest in us and we’ll invest in you!

• Onsite role, Belfast,
• Full time position, 3-5 days per week in office (not shift)
• Department: ASPIRE Managed Services
• Practice: Services Reliability Group
• Vetting Requirements: SC Clearance/CTC Clearance level is mandatory. 

Role Summary:

Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. It’s a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self-service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best Experience to our Customers.

We are seeking an experienced and results-driven Service Desk Manager to deliver the effective global operation of the ASPIRE service desk, 24/7, ensuring exceptional IT support services are delivered in alignment with ITIL practices and organizational goals. This role is pivotal in maintaining service quality, optimizing workflows, and fostering a high-performing, customer-focused service desk team.  The ASPIRE service desk operates in a fast-paced, dynamic environment where prioritizing customer satisfaction and service efficiency is essential. Fully adopting the use of ServiceNow Now Assist AI and Automation capabilities, as well as an exceptional digital customer experience. The 24/7 shift teams are based in Belfast, Dublin and Bengaluru, with onsite support teams based in London and Dublin.

SC Clearance/CTC Clearance level is mandatory for the role. 

Key Responsibilities:

• Manage daily service desk operations, ensuring adherence to ITIL processes and organizational SLAs.
• Oversee the effective resolution of incidents (including major incidents), service requests, and escalations while minimizing disruptions.
• Oversee the Tracking, analysing, and reporting on KPIs and service metrics to identify areas for improvement and ensure consistent service delivery.
• Manage the L1/L2 shift team leaders, and service desk support lead.
• Mentor and develop a team of service desk leads and their service desk staff, fostering a positive and collaborative environment.
• Promote adherence to ITIL best practices, including incident, problem, change, and knowledge management.
• Identify inefficiencies in processes and workflows, recommending and implementing improvements to enhance service quality.
• Motivate and inspire the team to achieve organisational and service desk objectives and maintain high levels of customer satisfaction.
• Build strong relationships with stakeholders and end-users, ensuring their IT support needs are met effectively and professionally.
• Collaborate with third-party vendors for service desk tools and solutions, ensuring optimal performance and cost-effectiveness.
• Contribute to proposal collateral, including service offerings, service descriptions and costings.
• Participate in customer-facing reviews as required.

• Minimum of 5 years of experience in IT support, with at least 3 years in a managerial or supervisory role.
• Proven track record of managing a successful service desk team in a fast-paced environment.
• Proven track record in delivering a digital user experience to very high outcomes.
• Proven track record in delivering shift left, automation and AI-driven results.
• Working understanding of IT infrastructure, systems, and troubleshooting methodologies.
• Experience with service desk management tools (e.g., ServiceNow).
• Knowledge of ITIL frameworks and best practices; ITIL certification preferred.
• Excellent leadership and team management skills.
• Strong communication, interpersonal, and problem-solving abilities.
• Customer-focused mindset with a commitment to delivering high-quality support.
• Strategic thinking and decision-making.
• Ability to manage multiple priorities and meet deadlines.
• Adaptability to evolving technologies and processes.
• Strong analytical and reporting skills.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• ITIL Version 4 Foundation Level certification.
• Relevant Technical Certifications.

Why Version 1?

At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.

• Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company's profits.
• Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme.
• Flexible/remote working, Version 1 is tremendously understanding of life events and people’s individual circumstances and offer flexibility to help achieve a healthy work life balance.
• Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme.
• Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies.
• Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat.
• Reward schemes including Version 1’s Annual Excellence Awards & ‘Call-Out’ platform.
• Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.

And many more exciting benefits… drop us a note to find out more.