ASPIRE Global Service Centre – Service Desk L1/L2 Team Leader (Belfast)

📋 Description Oversee IT service desk operations 24/7 at the Global Service Centre Lead a team of L1/L2 analysts with hands-on involvement in ticket handling Drive continuous improvement, automation, and end-user experience enhancements Manage major incidents and service requests with focus on metrics Collaborate with other IT teams to align IT operations Support knowledge base creation and guidance for resolutions 🎯 Requirements Minimum 5 years IT support experience, with 3+ years in management Proven service desk leadership in fast-paced environments Strong IT infrastructure knowledge and troubleshooting Experience with ServiceNow, Jira, Zendesk; ITIL knowledge Excellent leadership, communication, and customer focus ITIL v4 Foundation or equivalent certification preferred 🎁 Benefits Flexible/remote working options and strong career progression Competitive day rate and long-term career stability Educational assistance and certifications (AWS, Microsoft, Oracle, Red Hat) Employee wellbeing programs and 24 days holiday plus public holidays Private healthcare, pension, and life assurance Inclusive, diverse workplace with supportive culture