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Global Service Desk Team Lead

Reference: 21850


Belfast, County Antrim



Job Type


Date Posted

06 May, 2024

As the IT Global Service Desk Team Leader for our large scale legal client you will collaborate to ensure consistent processes and communication. Your role involves providing technical, process, and HR leadership to promote accountability and customer focus. You will oversee recruitment, onboarding, training, and support for team members, ensuring readiness for new products. You will also identify and address team development needs, manage customer complaints, and navigate conflicting priorities. 

Line Management & Key Responsibilities

  • Managing team well-being, including handling sickness, leave, and absence in line with HR policies.
  • Overseeing operational processes for weekend teams, ensuring coverage and adherence to on-call protocols.
  • Enforcing HR policies related to hybrid work models.
  • Planning and conducting training sessions for service desk analysts.
  • Monitoring team performance through feedback, scorecards, and meetings.
  • Ensuring service delivery meets SLAs and addressing process failures.
  • Managing ticket queues and system maintenance tasks.
  • Acting as deputy for the IT GSD Manager, providing leadership and escalation support.
  • Providing managerial coverage during holidays and managing resources effectively.
  • Collaborating with other Team Leaders to schedule tasks and address customer complaints.
  • Ensuring timely ticket resolution and incident management.
  • Contributing to problem management and knowledge base maintenance.
  • Liaising with senior management and customers during escalations.
  • Creating and managing support documentation.
  • Assuming Major Incident managerial responsibilities when necessary.
  • Occasionally reverting to GSD Analyst duties during high call volumes.
  • Performing other duties as assigned by the IT GSD Manager based on business needs.

The hours of work for this role are 8.00am – 4.30pm, Monday to Friday 

What you will have

  • You will be customer first orientated. Someone with enthusiasm and passion for excellent customer service.
  • You will have excellent communication skills with the ability to explain technology clearly to non-technical colleagues and customers.
  • You will be highly organised but able to adapt to change and can work on your own initiative, prioritise, and manage workload effectively, often under pressure.
  • You will have proven leadership experience in a strong technical oriented role within a customer support environment.
  • You will have a proactive outlook and ability to develop and maintain strong relationships with your colleagues and customer base.
  • You will have an inquisitive nature regarding all matters IT related and a desire to ensure that things get done efficiently and line with security procedures.
  • You will have a good knowledge of IT Service Desk operations, to include knowledge of IT best practice, industry trends and customer service.
  • You will work with IT GSD Manager and IT GSD Team Leaders to develop and maintain effective processes that align with our operational goals of fulfilling customer needs.
  • You will take a practical and flexible approach to changes to IT process, working operations and help drive change management positively to our teams.
  • You will bring a willingness to learn and develop your skillset, to take on new challenges and be available for out of hours working and business travel on occasion.

Your experience

  • You will have proven experience of working as an IT Support Analyst providing 1st and 2nd line experience (3+ years)
  • You’ll have experience working with ticket management and Automatic Call Distribution (ACD) technologies.
  • You’ll have proven experience working with Windows Azure, O365, InTune and other Cloud based technologies.
  • You’ll have a sound working knowledge of Microsoft desktop products with experience of PC’s, peripherals, etc.
  • You’ll be familiar with Major Incident and Problem Management processes.


IT Related Degree with 3+ years relevant experience.


ITIL Foundation Certificate Minimum qualification.  Ideally, ITIL Practitioner Certificate in Service Desk/Incident Mgt and significant proven IT Service Desk experience gained at both 1st line and 2nd line levels to a minimum of 3 years.

Next Steps:
Please submit your application or speak to a specialist consultant from the Abacus team on 0044 (0) 28 9031 3157 for a confidential discussion.
We aim to respond to all inquiries within 4 business hours.
The team at Abacus manages a range of permanent and contract positions throughout Northern Ireland, the UK and the Republic of Ireland.
If you are experienced and/or professionally qualified we can support your job search.
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