IT Service Desk Team Leader
About the company
*Contract: Full time, permanent** We're partnering with one of Cambridge's most established and innovative technology organisations, who are looking for a proactive and people-focused IT Service Desk Team Leader to join their IT function.
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.
Your tasks
This is a fantastic opportunity for an experienced IT Support professional who enjoys being hands-on technically, whilst also having the opportunity to lead, mentor and develop a talented team.
- 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
Requirements
You don't necessarily need to have held a Team Leader title before! If you're ready to take that next step in your career, this could be the perfect opportunity.
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
- 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
What we offer
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.
How to apply
If this sounds like the kind of role where you'd thrive, we'd love to hear from you. Apply directly or reach out to Darling Moo Talent for a warm, honest conversation about the opportunity.
Other
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.
There is no out-of-hours or on-call requirement.
Hybrid working is available, with an anticipated split of three days in the office and two days working from home. Initially, a greater office presence will be required to build relationships, understand the business and support the team effectively.
Additional Information Applicants must be eligible to undergo UK Security Check (SC) clearance, which typically requires five years of continuous UK residency.
A Note From Us If you're unsure whether you meet every requirement, please still get in touch. Great people don't always match a checklist, and we'd be delighted to explore whether this could be the right fit for you.
Disclaimer If we haven't been in touch within 7 days, unfortunately you may not have been successful on this occasion. We encourage you to check our website for future roles that may be a great fit, and we'd love to hear from you again.