IT Service Desk Lead | Hybrid Cambridge

Darling Moo Talent Limited; Cambridgeshire and Peterborough; Híbrido; GBP 41.000 - 50.000; Jornada completa

Descripción de la vacante

Darling Moo Talent Limited in Cambridge is seeking an IT Service Desk Team Leader to manage a five-person team, provide hands-on support and mentor teammates. The role balances technical duties with people leadership in a hybrid Cambridge environment.

The position emphasizes proactive service delivery, ownership of tickets, and collaboration with IT colleagues to drive improvements. Prior leadership experience is preferred but not mandatory for the right candidate.

Formación

• Strong experience within 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.

Responsabilidades

• 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.

Conocimientos

IT Service Desk

Team leadership

Mentoring

Troubleshooting

Automation

Herramientas

ITSM platforms

Descripción del empleo

Darling Moo Talent Limited in Cambridge is seeking an IT Service Desk Team Leader to manage a five-person team, provide hands-on support and mentor teammates. The role balances technical duties with people leadership in a hybrid Cambridge environment.

The position emphasizes proactive service delivery, ownership of tickets, and collaboration with IT colleagues to drive improvements. Prior leadership experience is preferred but not mandatory for the right candidate.