IT Service Desk Lead - Hybrid Cambridge

Darling Moo Talent Ltd; Cambridge; Hybrid; GBP 41,000 - 50,000; Full time

Job summary

Darling Moo Talent Ltd is partnering with a Cambridge technology organisation to recruit an IT Service Desk Team Leader. The role combines hands-on technical work with people leadership, coaching a small team and driving service improvements in a hybrid Cambridge environment.

The ideal candidate will have IT service desk or technical support experience, enjoy mentoring others and possess strong problem-solving skills with familiarity in ITSM systems.

Qualifications

• 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.
• 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.

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, 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.

Skills

IT Service Desk experience

Mentoring / team coordination

Troubleshooting skills

ITSM platforms experience

IT service delivery knowledge

Automation knowledge

Customer service orientation

Job description

Darling Moo Talent Ltd is partnering with a Cambridge technology organisation to recruit an IT Service Desk Team Leader. The role combines hands-on technical work with people leadership, coaching a small team and driving service improvements in a hybrid Cambridge environment.

The ideal candidate will have IT service desk or technical support experience, enjoy mentoring others and possess strong problem-solving skills with familiarity in ITSM systems.