Service Desk Manager / Technical Team Lead
Location:Onsite - Cambridge, UK
£58, - £66, (depending on experience)
We are seeking a dynamic and hands-on Service Desk Manager / Technical Team Lead to oversee a high-performing service desk team delivering technical support across a fast-paced, enterprise-grade IT environment. This is a fully onsite role based in Cambridge, responsible for managing team performance, overseeing escalations, and driving service excellence through process improvement and strong leadership.
Key Skills -
1. Lead and mentor a team of 1st to 3rd line engineers, fostering technical development and service excellence
2. Own the incident, request, problem, and escalation management processes, ensuring SLAs and KPIs are met
3. Act as the final technical escalation point for complex issues across Windows, M, and network environments
4. Champion ITIL-aligned best practices in service operations
5. Develop performance reports, trend analysis, and service improvement plans
6. Work closely with infrastructure, networking, and cloud teams to ensure end-to-end service continuity
7. Drive adoption of automation, standardisation, and process optimisation initiatives
8. Support onboarding/offboarding, license management, and asset tracking
9. Ensure compliance with company security and data handling policies
10. Collaborate with stakeholders, department heads, and external vendors as required
Technical Skills -
11. Strong experience with Windows OS, Active Directory, Group Policy, Exchange / M, Intune
12. Knowledge of basic networking concepts (DNS, DHCP, VLANs, VPNs)
13. Familiarity with endpoint management tools (e.g., SCCM, Autopilot, RMM tools)
14. Experience using service desk/ticketing platforms (e.g., ServiceNow, Freshservice, HaloITSM)
Leadership and Management -
15. Proven experience in managing a service desk or technical support team
16. Strong stakeholder communication and conflict resolution skills
17. Experience setting and tracking SLAs, KPIs, and team goals
18. Hands-on support background (ideally up to 3rd line)
Preferred -
19. ITIL v3/v4 Foundation (or above)
20. Previous experience in regulated or security-conscious environments
21. Project delivery or transitional management exposure
What they offer -
22. £58,-£66, salary (based on experience)
23. 25 days holiday bank holidays
24. Pension scheme healthcare options
25. Career development, leadership training, and technical upskilling
26. Collaborative work culture in a modern Cambridge-based facility
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