IT Service Desk Team Leader

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

Job summary

Darling Moo Talent Limited in Cambridge offers an IT Service Desk Team Leader role with hybrid working. You will lead a five-person team, provide hands-on support, and ensure service levels are met while driving improvements. The position is full-time and permanent with a salary up to £45,000 per year.

You will mentor staff, monitor performance, coordinate with IT teams, maintain documentation, and help implement automation and AI-enabled solutions to enhance service delivery.

Qualifications

• 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.

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 / supervising

Technical troubleshooting

ITSM platforms

Automation / continuous improvement

Job description

IT Service Desk Team Leader

Location: Cambridge (hybrid working available)

Salary: Up to £45,000

Contract: Full time, permanent

Key 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

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

About You

• 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

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.

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. 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.

Additional Information

Applicants must be eligible to undergo UK Security Check (SC) clearance, which typically requires five years of continuous UK residency.