Service Desk Lead

JR United Kingdom; Cambridge; On-site; GBP 30,000 - 45,000; Full time

Job summary

Join a leading company as a Service Desk Lead, enhancing the IT support experience for internal customers. This role involves managing technical issues, collaborating closely with Operational Support and Engineering teams, and suggesting improvements to service delivery standards. Ideal candidates will bring strong customer service skills backed by a solid understanding of Microsoft systems and ITIL best practices.

Qualifications

• Experience delivering excellent customer service.
• Strong knowledge of Microsoft operating systems, especially Windows 10.
• Experience with Active Directory and basic software installations.

Responsibilities

• Serve as primary contact for internal users and manage customer issues.
• Collaborate with teams for incident resolution and service improvement.
• Maintain and uphold service standards and company policies.

Skills

Customer Service

Problem Solving

Communication

Incident Management

Education

Degree-level qualification in Computing, Information Technology or related field

Microsoft Certified Professional (MCP)

ITIL Framework understanding or certification

Tools

ServiceNow

Job description

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We are seeking a proactive Service Desk Lead to join our IT Services team. You will be the first point of contact for our internal customers, ensuring an exceptional support experience by resolving technical issues efficiently and professionally. You’ll also work closely with Operational Support and Engineering teams to ensure smooth and effective service delivery.

The Role:

• Serve as the primary contact for internal users, listening to their needs and providing outstanding support.
• Accurately capture and manage customer issues in ServiceNow.
• Collaborate with team members and share insights during shift changes.
• Partner with Operational Support and Engineering teams for complex or high-risk incidents.
• Take full ownership of incidents, ensuring frequent communication, expectation management, and timely resolution.
• Prioritize and manage IT issues in line with agreed service levels.
• Proactively suggest improvements to enhance first-time fix rates, customer satisfaction, and risk mitigation.
• Stay up to date with evolving security requirements and industry best practices.
• Maintain and uphold service standards, processes, and company policies.

What you will bring:

• Experience delivering excellent customer service in any industry.
• Proven ability to handle support calls and resolve issues within agreed timeframes.
• Strong knowledge of Microsoft-based operating systems, especially Windows 10.
• Experience handling Active Directory (AD) account lockouts, password resets, and basic software installation requests.
• Experience using ServiceNow or similar ITSM tools for incident logging and management.
• Understanding or certification in the ITIL Framework.

Nice to have Skills:

• Previous experience working as a Service Desk Analyst or similar technical support role.
• Strong incident management skills and understanding of customer needs.
• Microsoft Certified Professional (MCP) certification or equivalent.
• Degree-level qualification in Computing, Information Technology, or a related field.