IT Service Desk Team Leader
Location: Cambridge (hybrid working available)
Salary: Up to £45,000
Contract: Full time, permanent
Key Responsibilities
- Lead, support and develop a team of five IT Service Desk professionals
- Provide hands-on technical support and act as an escalation point for complex IT issues
- Manage and prioritise support tickets, ensuring service levels are consistently achieved
- Monitor team performance, identify trends and drive service improvements
- Collaborate with wider IT teams to resolve technical challenges
- Maintain accurate IT documentation, processes and asset management records
- Support the implementation of new technologies, automation and AI-enabled solutions
Desired Background
- Strong experience within an IT Service Desk or technical support environment
- Previous experience mentoring, supervising or coordinating a small team
- Excellent technical troubleshooting and problem-solving skills
- Experience with IT Service Management (ITSM) platforms would be advantageous
- Knowledge of IT service delivery, continuous improvement and automation desirable
- A genuine passion for delivering exceptional customer service
About You
- A natural people person who enjoys supporting and developing others
- Proactive, approachable and confident in taking ownership
- An excellent communicator with strong organisational skills
- Comfortable balancing hands-on technical responsibilities with team leadership
- Curious, adaptable and always looking for ways to improve processes and services
Working Hours & Flexibility
The Service Desk operates between 8am-6pm Monday to Thursday and 8am-5:30pm on Fridays, with eight-hour shifts to ensure effective team coverage.
The Environment
You’ll be joining an exceptional Cambridge-based organisation at the forefront of technological innovation, working alongside talented individuals who are developing groundbreaking solutions across a variety of industries. With a collaborative culture, investment in people and opportunities for development, this is a fantastic environment to build your leadership capabilities whilst continuing to develop your technical expertise.
Additional Information
Applicants must be eligible to undergo UK Security Check (SC) clearance, which typically requires five years of continuous UK residency.
#J-18808-Ljbffr…