About this role
Salary: £40,000 - 45,000 per year
Requirements
- Strong experience in an IT Service Desk or technical support environment
- Experience mentoring, supervising or coordinating a small team
- Excellent technical troubleshooting and problem-solving skills
- A genuine passion for delivering exceptional customer service
- Proactive, approachable and confident in taking ownership
- Excellent communication and organisational skills
- Comfortable balancing hands-on technical responsibilities with team leadership
- Curious and adaptable, with an interest in improving processes and services
- Eligibility to undergo UK Security Check (SC) clearance, which typically requires five years of continuous UK residency
- Experience with IT Service Management (ITSM) platforms is advantageous
- Knowledge of IT service delivery, continuous improvement and automation is desirable
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 to ensure 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
Technologies
- AI
- Support
- ITSM
- Security
More
We are recruiting for a full-time, permanent IT Service Desk Team Leader role with an established, innovative technology organisation in Cambridge. The salary is up to £45,000. The organisation develops solutions across a variety of industries and offers a collaborative culture, investment in people and development opportunities. The role combines technical work with team leadership and is suited to someone ready to take that next career step; previous experience holding a Team Leader title is not essential. Hybrid working is available, anticipated to be three days in the office and two days from home, with greater office attendance initially to build relationships, understand the business and support the team. The Service Desk operates between 8am and 6pm Monday to Thursday and 8am and 5:30pm on Fridays, using eight-hour shifts. There is no out-of-hours or on-call requirement.
last updated 43 week of 2026