IT Service Desk Team Lead

Overview

The Service Desk Team Lead is a key role within our End-User Services team, reporting to the Head of End-User Services. You’ll lead our Service Desk and help ensure colleagues across Cambridge Consultants receive a high-quality, consistent and people-centred support experience.

This is a hands-on role, working alongside a team of five UK-based Service Desk colleagues. You’ll provide technical support, coordinate the team’s workload, act as an escalation point for more complex issues and help create an environment where people can develop and do their best work.

You don’t need to have been a Service Desk Team Lead before. This could be the next step for someone who has strong technical experience and is ready to take on more responsibility, influence how a team operates and develop their leadership skills. We’re looking for someone who is curious, proactive and keen to make things better - someone who sees an opportunity to improve something and gets on with it.

As you grow into the role, you’ll have the opportunity to take greater ownership of the Service Desk, from monitoring service trends and performance through to driving improvements in the way we support our people. You’ll use data and your own experience and initiative to understand what is working, where there are challenges and where we can do things differently.

You’ll work closely with colleagues across IT Services and the wider business, giving you the opportunity to build your understanding of our technology landscape and the needs of a growing, technology-led organisation. There is plenty of scope to develop your skills and take on more as you grow with Cambridge Consultants.

Responsibilities

Your responsibilities may vary, and you will have the opportunity to shape the role as it develops, but you can expect to:

• Lead and develop the Service Desk, fostering a supportive, collaborative, and high-performing culture
• Lead by example by providing technical support and acting as the primary escalation point for complex issues
• Ensure tickets are logged, prioritised and resolved in accordance with agreed service levels
• Monitor Service Desk performance and provide visibility of experience metrics, trends, risk and improvement opportunities
• Work closely with colleagues across IT Services to coordinate the resolution of complex issues, ensuring clear and timely communication with users and stakeholders
• Ensure Service Desk knowledge, documentation, and processes are maintained, accessible, and effective in supporting timely resolution
• Support the roll out, change and retirement of services and the needs of the Service Desk
• Maintain accurate asset lifecycle management and tracking within Freshservice, including managing a budget to ensure stock levels
• Continually improve standard operating procedures, ensuring that they are documented and followed by all team members

What you can bring

To be successful in this role, we would expect you to have the following skills and experience:

• Experience working in a Service Desk or IT support environment, with a strong customer-service ethos
• Experience leading, mentoring, or coordinating the work of a small team
• A people-focused leadership style that fosters a positive, high-performing team culture
• Interpersonal, communication, time planning and organisational skills
• Ability to balance hands-on operational support with team leadership to ensure service levels and team objectives are achieved

In addition, the following would be of interest to us. However, if you don't yet have experience in these areas, we will gladly train and develop the right person, so please still apply!

• Experience using ITSM platforms
• Experience supporting a diverse technology environment
• Familiarity with service management practices including request fulfilment, knowledge management, and continual service improvement
• Familiarity with driving the use of automation, self-service and AI-enabled support to enhance the end-user experience