Service Desk Team Lead

Falmouth University; Penryn; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading educational institution in Penryn seeks a proactive Service Desk Team Lead. This role involves supervising the IT Service Desk and Estates Helpdesk, ensuring excellent customer service, and driving service improvements. The ideal candidate will have experience in supervisory roles with strong skills in IT operations and management tools. Full-time position with competitive benefits and a commitment to diversity.

Benefits

Employer Pension Contribution up to 10%

28 days + 8 days bank holiday

Life Assurance

Subsidised Sports Centre Membership

Enhanced Maternity/Paternity Pay

Salary Sacrifice Car Scheme

Salary Sacrifice Cycle Scheme

Salary Sacrifice Home & Tech Scheme

Vivup Lifestyle Discounts

Qualifications

• Experience supervising staff in a support environment.
• Solid understanding of IT and/or Estates operations.
• Excellent communication and interpersonal skills.
• Holds relevant qualifications such as ITIL, IWFM or NEBOSH.
• Adaptable and organised, committed to continuous improvement.

Responsibilities

• Lead and support the team in task distribution.
• Monitor service performance and customer satisfaction.
• Ensure effective triage and resolution of issues.
• Champion value of IT and Estates services.

Skills

Supervising staff

Strong team performance

Understanding of IT and/or Estates operations

Excellent communication skills

Service management tools

Education

ITIL

IWFM

NEBOSH Level 3 or above

Tools

CAFM

ITSM

Job description

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About The Role

Falmouth Exeter Plus manages and delivers services at Falmouth, Penryn and Truro Campuses on behalf of Falmouth University and the University of Exeter. Working closely with the Falmouth & Exeter Students' Union (The SU) and the wider, universities partnership we support Higher Education learning and living, ensuring that the interests of all campus users are at the heart of everything we do.

It is a fast moving environment where agility and a positive approach to change and enhancement are central to our progress. Our mission is 'to deliver world-class shared professional services to help our partners achieve their global ambitions’. We are currently seeking a proactive and experienced Service Desk Team Lead to join our Infrastructure Directorate. This is an exciting opportunity to play a key role in delivering high-quality IT and Estates support services across our campuses. As the Service Desk Team Lead, you will be responsible for the day-to-day supervision of both the IT Service Desk and the Estates Helpdesk. You will report to the Service Desk Manager, will ensure excellent customer service and efficient handling of IT incidents, service requests and Estates jobs, while also supporting continuous service improvement initiatives. You will:

Lead and support the team, ensuring effective task distribution and operational continuity.

Monitor service performance and customer satisfaction, using insights to drive improvements.

Act as a knowledge expert, ensuring effective triage and resolution of issues at first contact.

Champion the value of IT and Estates services across the organisation.

About You

We’re seeking a candidate with the following skills/experience:

Experience supervising staff and delivering strong team performance in a support environment.

Possesses a solid understanding of IT and/or Estates operations, with experience using service management tools (e.g. CAFM, ITSM).

Excellent communication and interpersonal skills, with the ability to engage effectively across teams.

Holds relevant qualifications such as ITIL, IWFM or NEBOSH (Level 3 or above desirable).

Adaptable, organised, and committed to continuous improvement.

If you’re excited by the opportunity to lead a dynamic team and contribute to world-class service delivery, we’d love to hear from you. For further details on the skills/experience required for this role, please see the full job description above. This post is offered on a 37.5 hour a week, full time, permanent contract working across Monday-Friday. If you are looking to have an informal discussion about the vacancy ahead of applying please email [emailprotected] . The closing date for the position is Monday 25August 2025. Please note: Applications will be reviewed on a rolling basis and the vacancy will close as soon as a suitable candidate is identified.

About Us

As an employer of choice we can offer the successful candidate for this role a range ofbenefits,including: -Employer Pension Contribution up to 10%.- 28 days + 8 days bank holiday.- Life Assurance- Subsidised Sports Centre Membership (Gym & Fitness Classes)- Enhanced Maternity/Paternity Pay- Salary Sacrifice Car Scheme (Tusker)- Salary Sacrifice Cycle Scheme- Salary Sacrifice Home & Tech Scheme- Vivup Lifestyle Discounts
Alongside these benefits we offer a first class working environment across our campuses with all the facilities you would expect from working across two leading Universities. Falmouth Exeter Plus welcomes and encourages job applications from people of all identities and backgrounds, particularly those under-represented and/or marginalised, as it is important we have a diverse range of candidates to consider.