
Service Desk L1/L2 Team Leader
20 hours ago
Company Description
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
Job Description
- Onsite role, Bengaluru, India
- Full time position - 12-hour shifts with digital handovers to next shift. Routine is four shifts of days, four off, four of nights, four off, then repeat. Early shift: GMT 08:00hrs to 20:00hrs. Late shift: GMT 20:00hrs to 08:00hrs. Early shifts in the local office. Late shifts work from home.
- Shift Allowance -10% on top of base salary
- Department: ASPIRE Managed Services
- Practice: Services Reliability Group
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 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. The ideal candidate will be a hands-on leader and will manage a team of service desk analysts globally at both Level 1 and Level 2 skills, ensuring the delivery of high-quality IT support and excellent customer service to our organization's Customers. This role requires a strategic thinker with strong leadership, technical expertise, staff management and a customer-centric approach to managing IT support services. This role is highly suited to a person who has started from the ground up in a Service Desk environment.
Key Responsibilities:
- Supervise, mentor, and develop a team of service desk analysts.
- Establish performance objectives and provide regular feedback through performance evaluations.
- Foster a positive and collaborative team environment.
- Oversee daily service desk activities, ensuring prompt resolution of incidents and service requests.
- Responsible for all major incidents, utilising your team's engagement.
- Monitor service desk performance metrics, such as first-call resolution rate, response time, and ticket backlog.
- Manage the digital handover to the next shift team leader for seamless service.
- Manage and prioritize workload, including escalations and major incident handling.
- Ability and willingness to be active in ticket handling and resolutions.
- Identifying continuous improvements, including for shift-left and automation.
- Ensure a high standard of customer service by monitoring end-user feedback and addressing any concerns.
- Support the development and implementation of strategies to enhance the end-user experience, including the use of digital contact channels and automated workflows.
- Act as a point of contact for key stakeholders regarding service desk performance, including complaints and plaudits.
- Support the development, documenting, and maintaining of service desk processes, procedures, and best practices.
- Ensure compliance with company policies and industry standards, including ITIL practices.
- Identify and implement improvements to service desk tools and workflows.
- Collaborate with other IT teams to ensure alignment and efficiency across all IT operations.
- The creation and maintenance of knowledge base articles and guides to aid in L1/L2 technical resolutions.
- Provide technical guidance to the service desk team, assisting with complex issues as needed.
- Stay updated on emerging technologies and recommend tools to improve service desk functionality.
- Support the generation of regular reports on service desk performance and trends.
- Analyse data to identify areas for improvement and develop action plans accordingly.
- Flexibility to work in a rotating shift pattern, including nights, weekends, and holidays.
Qualifications
Skills, Education & Qualifications:
- 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 service desk team in a fast-paced environment.
- Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
- Experience with service desk management tools (e.g., ServiceNow, Jira, Zendesk).
- 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.
- Proficiency in Microsoft Office 365 Support.
- Knowledge of AWS and Azure fundamentals.
- Proficiency in Active Directory and Group Policy Support.
- Strong technical proficiency in Windows Server and Linux (preferable) operating systems.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- ITIL Version 4 Foundation Level certification.
- Relevant Technical Certifications.
Additional Information
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.
-
Service Desk L1/L2 Team Leader
16 hours ago
Bengaluru, Karnataka, India Version 1 Full time ₹ 15,00,000 - ₹ 25,00,000 per yearCompany Description 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,...
-
L1 Team Leader
1 week ago
Bengaluru, Karnataka, India Redis Full time ₹ 15,00,000 - ₹ 25,00,000 per yearSummary : Were hiring an L1 CloudOps Team Leader to build and lead our first-line cloud operations team. This leader will combine technical know-how with operational rigor and people leadership to ensure high availability, fast response, and world-class support for our Redis Enterprise cloud environments. Youll develop a high-performing 24/7 team...
-
L2 Service Desk
1 week ago
Bengaluru, Karnataka, India HyrEzy Talent Solutions Full time ₹ 2,50,000 - ₹ 7,50,000 per yearRole : Service Desk & Infrastructure Administrator - L2 Location : Bangalore Work mode : Night Shift (Work from Home ) Education : Post-secondary degree in IT Management, Computer Science or equivalent mix of training and experience. Industry certifications in IT, networking and/or security would be an asset Experience : 3 years of work...
-
Software Engineer L1/l2
4 weeks ago
Bengaluru, Karnataka, India GlobalLogic Full time2 year proficiency in C C - Hands on experience in LTE 5G RAN and L1 L2 protocols i e CU DU RU software - Knowledge of 3GPP standards - Expertise in Linux Networking - Proficiency in SW verification and troubleshooting - Experience with test tools and simulators - Proficiency in multi-core CPU system programming - Preferred expertise in real-time...
-
L1 Engineer
22 hours ago
Bengaluru, Karnataka, India Photon Full time ₹ 6,00,000 - ₹ 8,00,000 per year-Being able to use applications like ServiceNow / Slack / MS Office/JIRA/PagerdutyAccept & registers Service Calls/ Tickets Classify Service Calls/ Tickets according to the specified options(L1, L2 & L3) - Collecting and documenting relevant data related to nature of issues - Troubleshooting reported issues and routing tickets to appropriate groups -...
-
IT Service Desk Engineer
7 days ago
Bengaluru, Karnataka, India SSquad Global Full time ₹ 2,16,000 - ₹ 3,00,000 per yearA Level 1 (L1) Service Desk Analyst is the initial point of contact for users needing technical assistance, providing support and troubleshooting for basic IT issues. They resolve common problems, escalate complex issues to higher tiers, and maintain records of user interactions and resolutions. Key Responsibilities:First Point of Contact:Receiving and...
-
Senior Service Desk
2 days ago
Bengaluru, Karnataka, India, Karnataka LogFix SCM Solutions Pvt Ltd Full time️ Senior Service Desk Associate Location: Bangalore (Hybrid/Remote) Experience: 8+ Years About the RoleWe are looking for a highly skilled Senior Service Desk Associate to elevate our IT support operations, manage complex escalations, and drive service excellence. This is a pivotal role for an experienced professional who thrives on solving critical...
-
Service Desk L1
21 hours ago
Bengaluru, Karnataka, India Zones Corporate Solutions Full time ₹ 2,00,000 - ₹ 6,00,000 per yearWhen it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, theres really only one: Zones First Choice for IT.TM Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need,...
-
Trainer - Chip level laptop -l1,l2,l3
7 days ago
Bengaluru, Karnataka, India ASV Consulting Services Full time ₹ 7,20,000 - ₹ 8,40,000 per yearJob Title: Chip-Level Repair Trainer Laptop/NotebookLocation: [Your Location e.g., Whitefield, Bangalore]Job Type: Full-TimeSalary Range: 60,000 70,000 per month (Depending on experience)About the Role:We are urgently looking for an experienced Chip-Level Repair Trainer to train students and fresh technicians on L1, L2 & L3 level repairs of...
-
Service Desk Analyst
1 week ago
Bengaluru, Karnataka, India Wipro Full time ₹ 6,00,000 - ₹ 12,00,000 per yearTitle: Service Desk Analyst - L1 Requisition ID: 67370 City: Bengaluru Country/Region: IN Do 1. Be responsible for primary user support and customer service a. Respond to queries from all calls, portal, emails, chats from the client b. Become familiar with each client and their respective applications/ processes c. Learn fundamental...