ASPIRE GSC – Service Desk L1/L2 Team Leader
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Job Description
Structured overview of role & requirementsAbout This Role
Manage and lead a global Level 1/Level 2 IT Service Desk team, overseeing 24/7 operations to ensure prompt incident and service request resolution.
Own major incident management and digital handovers between shifts to maintain seamless IT support service delivery.
Drive continuous improvement initiatives including shift-left strategies, automation, and enhancement of customer experience using ITSM tools like ServiceNow.
Minimum Requirements
Minimum 5 years in IT support with at least 3 years in a managerial or supervisory role.
Experience managing a service desk team in a fast-paced environment with responsibility for escalations and incident handling.
Technical knowledge of IT infrastructure, including Windows Server, Linux (preferable), AWS and Azure fundamentals, Active Directory, Group Policy, and Microsoft Office 365 support.
ITIL Version 4 Foundation Level certification and familiarity with ITIL best practices; experience with service desk tools such as ServiceNow, Jira, or Zendesk.
Ideal Candidate Profile
Experienced hands-on leader who has progressed through service desk roles, combining technical proficiency with team management in a global and 24/7 environment.
Strategic thinker able to implement and monitor performance metrics, manage multiple priorities, and lead continuous improvement projects focused on automation and customer satisfaction.
Comfortable with technical problem solving, generating reports and data analysis to improve service desk operations, and collaborating across IT teams to ensure aligned service delivery.