Desktop Services Team Leader

Midland Credit Management; West Malling; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading credit management firm in the UK is seeking a Desktop Team Leader to modernise their desktop support function. You will shape device delivery, oversee daily operations, and ensure high-quality service. The ideal candidate has extensive experience in desktop support, strong leadership skills, and a passion for continuous improvement. This position offers a competitive salary, bonus scheme, and a variety of perks.

Benefits

Cashback on high-street shops

Private health insurance

Competitive bonus scheme

Qualifications

• Proven experience leading desktop/EUC support across multiple sites with measurable SLA/CSAT improvements.
• Strong grasp of endpoint engineering: standard builds, GPO/profiles/policies.
• Hands-on with device lifecycle and stock controls, comfortable with audits.

Responsibilities

• Support the IT Leadership team with the overall strategy and transformation of desktop services.
• Lead and develop the EUC team, fostering an inclusive culture.
• Oversee daily EUC operations and ensure SLA/CSAT targets are met.

Skills

ITIL qualification

Experience leading desktop/EUC support

Strong grasp of endpoint engineering

Practical experience of ServiceNow

Hands-on with device lifecycle

Effective partnership with Service Desk

Experience in regulated environments

Customer-centric communicator

Analytical and organised

Coaching leadership style

Continuous improvement mindset

Education

ITIL qualification

Tools

ServiceNow

Job description

We’re looking for a skilled and hands‑on Desktop Team Leader to lead our UKDP Desktop Services team based in Kings Hill. This role is key to modernising our desktop support function and delivering a consistent, secure, and high‑quality experience for users across the Cabot Group.

You’ll be responsible for shaping how devices and workplace technologies are delivered and supported, driving improvements through automation, knowledge‑centred support, and close collaboration with teams across IT Operations. As a working leader, you’ll coach the team, manage day‑to‑day operations, and take the lead on complex incidents, VIP support, and service enhancements.

Not only are we offering a competitive salary and a fantastic bonus scheme, you’ll also be entitled to loads of great benefits including discount and cash back on hundreds of high‑street shops and private health insurance, plus much more.

Key responsibilities

• Support the IT Leadership team with the overall strategy and transformation of desktop services, helping foster a service focused approach to desktop and end user compute (EUC) services.
• Lead and develop the EUC team, foster inclusive culture, and manage vendor relationships and performance.
• Oversee daily EUC operations, ensure SLA/CSAT targets are met, and act as escalation point for service issues.
• Prepare weekly and monthly overviews of team performance against KPIs and SLAs to the Group Service Operations Manager.
• Maintain endpoint standards, enforce security and compliance via tooling, and support risk controls and vulnerability management for EUC devices.
• Manage end‑to‑end device lifecycle of end user assets, maintaining inventory accuracy, and traceability of asset and configuration item records in the asset database.
• Align EUC with regulatory standards (ITIL/IS27001/PC/SOX/DORA), support audits, and ensure DR/BCP readiness.
• Ensure EUC ways of working align with organisational policies procedures, and ITIL best practice, including incident, problem, and change.
• Represent EUC as a CAB member, reviewing and approving changes as part of the wider IT Change Management process.
• Govern and maintain the EUC Knowledge base, and drive creation of knowledge management articles from the EUC team that support both internal IT users, and external colleagues.
• Manage day‑to‑day interactions with OEM/reseller/support providers; contribute to vendor reviews with the Group IT Service Operations Manager and IT Procurement.

We are looking for someone with

• ITIL qualification
• Proven experience leading desktop/EUC support across multiple sites with measurable SLA/CSAT improvements.
• Strong grasp of endpoint engineering: standard builds, GPO/profiles/policies, packaging and patch/compliance practices.
• Practical experience of ServiceNow (requests, incidents, changes, knowledge, asset/CI updates).
• Hands‑on with device lifecycle and stock controls; comfortable with audits and reconciliation.
• Effective partnership with Service Desk to enable shift‑left and knowledge reuse.
• Experience in regulated environments (financial services desirable) and working with Security/Risk/Audit.
• Customer‑centric communicator; clear, calm, and credible during incidents.
• Analytical and organised; uses data to prioritise and improve.
• Coaching leadership style; develops people and promotes accountability.
• Continuous improvement mindset; simplifies process and automates where practical.

What happens next

If this sounds like you and you’d like to join our rapidly expanding company that offers excellent career progression, then apply by Friday 31st October!

Working for Cabot

You’ll be working for an award winning; Investors in People Gold accredited organisation. We’re passionate about the ethical treatment of our customers and employees. Our mission is to create pathways to economic freedom. Our vision is to make credit accessible by partnering with our consumers to restore their financial health.

Diversity and inclusion

Diversity and inclusion are very important to us at Cabot, and we value a multitude of diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone. Our policies ensure that every candidate and employee are treated fairly and with equal opportunities.

At Cabot we are highly regulated by our clients, as such, any successful candidates will have to undergo a basic credit check and criminal background check. Please note that we are unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK – we are unfortunately unable to offer sponsorship.