Service Desk Manager / Technical Team Lead

Oscar Technology; Cambridge; On-site; GBP 58,000 - 66,000; Full time

Job summary

A leading technology company in Cambridge is seeking a Service Desk Manager / Technical Team Lead to enhance their service desk operations. Responsibilities include team leadership, incident management, and ensuring service quality. The ideal candidate has a strong technical background and experience in managing support teams. Competitive salary between £58,000 and £66,000, alongside extensive benefits such as 25 days holiday and career development opportunities.

Benefits

25 days holiday plus bank holidays

Pension scheme

Healthcare options

Career development and training

Qualifications

• Proven experience in managing a service desk or technical support team.
• Strong experience with Windows OS, Active Directory, Group Policy.
• Knowledge of basic networking concepts (DNS, DHCP, VLANs, VPNs).

Responsibilities

• Oversee a high-performing service desk team delivering technical support.
• Manage team performance and drive service excellence.
• Own the incident, request, problem, and escalation management processes.

Skills

Team leadership

Incident management

Technical troubleshooting

Communication skills

Education

ITIL v3/v4 Foundation (or above)

Tools

Windows OS

Active Directory

Exchange / M

SCCM

Intune

Job description

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Service Desk Manager / Technical Team Lead, Cambridge

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Client:

Oscar Technology

Location:

Cambridge, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

cd6673ac945e

Job Views:

20

Posted:

12.08.2025

Expiry Date:

26.09.2025

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Job Description:

Service Desk Manager / Technical Team Lead

Location:Onsite - Cambridge, UK

We are seeking a dynamic and hands-on Service Desk Manager / Technical Team Lead to oversee a high-performing service desk team delivering technical support across a fast-paced, enterprise-grade IT environment. This is a fully onsite role based in Cambridge, responsible for managing team performance, overseeing escalations, and driving service excellence through process improvement and strong leadership.

Key Skills -

Lead and mentor a team of 1st to 3rd line engineers, fostering technical development and service excellence

Own the incident, request, problem, and escalation management processes, ensuring SLAs and KPIs are met

Act as the final technical escalation point for complex issues across Windows, M, and network environments

Champion ITIL-aligned best practices in service operations

Develop performance reports, trend analysis, and service improvement plans

Work closely with infrastructure, networking, and cloud teams to ensure end-to-end service continuity

Drive adoption of automation, standardisation, and process optimisation initiatives

Support onboarding/offboarding, license management, and asset tracking

Ensure compliance with company security and data handling policies

Collaborate with stakeholders, department heads, and external vendors as required

Technical Skills -

Strong experience with Windows OS, Active Directory, Group Policy, Exchange / M, Intune

Knowledge of basic networking concepts (DNS, DHCP, VLANs, VPNs)

Familiarity with endpoint management tools (e.g., SCCM, Autopilot, RMM tools)

Leadership and Management -

Proven experience in managing a service desk or technical support team

Strong stakeholder communication and conflict resolution skills

Experience setting and tracking SLAs, KPIs, and team goals

Hands-on support background (ideally up to 3rd line)

Preferred -

ITIL v3/v4 Foundation (or above)

Previous experience in regulated or security-conscious environments

Project delivery or transitional management exposure

What they offer -

£58,-£66, salary (based on experience)

25 days holiday bank holidays

Pension scheme healthcare options

Career development, leadership training, and technical upskilling

Collaborative work culture in a modern Cambridge-based facility

Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy.

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