IT Service Desk Team Leader

Darling Moo Talent Limited; Cambridgeshire and Peterborough; Hybrid; GBP 41,000 - 50,000; Full time

Job summary

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.

Qualifications

• 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.

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

Team leadership

Mentoring

Troubleshooting

Automation

Tools

ITSM platforms

Job description

IT Service Desk Team Leader

Location: Cambridge (hybrid working available)

Salary: Up to £45,000

Contract: Full time, permanent

We're partnering with one of Cambridge's most established and innovative technology organisations, who are looking for a proactive and people-focused IT Service Desk Team Leader to join their IT function.

This is a fantastic opportunity for an experienced IT Support professional who enjoys being hands‑on technically, whilst also having the opportunity to lead, mentor and develop a talented team.

You don't necessarily need to have held a Team Leader title before! If you're ready to take that next step in your career, this could be the perfect opportunity.

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.

There is no out‑of‑hours or on‑call requirement.

Hybrid working is available, with an anticipated split of three days in the office and two days working from home. Initially, a greater office presence will be required to build relationships, understand the business and support the team effectively.

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.

A Note From Us

If you're unsure whether you meet every requirement, please still get in touch. Great people don't always match a checklist, and we'd be delighted to explore whether this could be the right fit for you.

Disclaimer

If we haven't been in touch within 7 days, unfortunately you may not have been successful on this occasion. We encourage you to check our website for future roles that may be a great fit, and we'd love to hear from you again.