ASPIRE GSC Onsite Support Lead

Version 1

  • Belfast
  • Permanent
  • Full-time
  • 16 days ago
Company DescriptionVersion 1 are a true global leader in business transformation. For nearly three decades, we have been strategically partnering with customers to go beyond expectations through the power of cutting-edge technology and expert teams. Our deep expertise in cloud, data and AI, application modernisation, and service delivery management has redefined businesses globally, helping shape the future for large public sector organisations and major global, private brands.We put users and user-centric design at the heart of everything we do, enabling our customers to exceed expectations for their customers. Our approach is underpinned by the Version 1 Strength in Balance model - a balanced focus across our customers, our people and a strong organisation. This model is guided by core values that are embedded in every aspect of what we do.Our customers' need for transformation is our driving force. We enable them to accelerate their journey to their digital future with our deep expertise and innovative approach. Our global technology partners - Oracle, Microsoft, AWS, Red Hat, and Snowflake - help us tackle any challenge by leveraging a technology-driven approach. Our people unlock our potential. They immerse themselves into the world of our customers to truly understand the unique challenges they face.Our teams, made up of highly skilled, passionate individuals, act with agility and integrity. We continually invest in their development and foster a culture that encourages collaboration and innovation. This is a reflection of our Strength in Balance model, which emphasises a balanced focus on our customers, our people, and a strong organisation.Through our comprehensive range of Managed Service offerings, we take ownership of the tasks that distract Customers from what really matters; driving their business objectives and strategic initiatives. We enable them to save time, and reduce costs and risk, by continually improving your technology estates, ensuring they drive value for their business.Go beyond simply 'keeping the lights on' and embrace the potential of our ASPIRE Managed Services that place AI, continuous improvement and business innovation at the heart of everything we do. From operational maintenance through to optimisation, we are trusted managed service experts with a sustainable, value-led approach and a wealth of industry sector expertise and experience.Job DescriptionOur 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 Onsite Support Lead to deliver the effective global operations at Customer deployed sites, currently in Dublin and London. This role is pivotal in maintaining service quality, optimizing workflows, and fostering a high-performing, customer-focused onsite support teams. The role will ensure there is suitably skilled staff present onsite to meet contractual commitments at all times, and to maintain an exceptional Customer rapport to identify any improvements and adjustments to local Customer specific procedures.This role involves occasional travel to Customer sites in the UK and RoI.SC Clearance/CTC Clearance level is mandatory for the role.Key Responsibilities:
  • Manage daily onsite support operations, ensuring adherence to ITIL processes and organizational SLAs whether Customer specific or Internal ASPIRE processes and tooling.
  • Oversee the Tracking, analysing, and reporting on KPIs and service metrics to identify areas for improvement and ensure consistent service delivery.
  • Line manage the remote onsite support staff based on customer sites.
  • Mentor and develop the onsite team, 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 onsite support 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, ensuring optimal performance and cost-effectiveness.
  • Create proposal collateral, including service offerings, service descriptions and costings, supporting the ASPIRE Digital Workplace service offering.
  • Participate in customer-facing reviews as required.
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 successful support 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.
  • Willingness to travel to Customer Sites in the UK and RoI.
Additional InformationWhy 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.

Version 1