Onsite Support Lead

Summary

Join Version 1 as an Onsite Support Lead and play a pivotal role in maintaining service quality and optimizing workflows for our global operations. Based in Dublin or London, you will manage daily onsite support, ensuring adherence to ITIL processes and SLAs. This role involves line managing onsite support staff, mentoring the team, and promoting ITIL best practices. You will identify process inefficiencies, collaborate with vendors, and create proposal collateral. Occasional travel to UK and RoI customer sites is required. SC Clearance/CTC Clearance is mandatory.

Requirements

• 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

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

Benefits

• 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