Service Desk Manager / Technical Team Lead

Service Desk Manager / Technical Team LeadLocation:Onsite – Cambridge, UK

£58,000 – £66,000 (depending on experience)

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, M365, 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 / M365, Intune

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

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

Experience using service desk/ticketing platforms (e.g., ServiceNow, Freshservice, HaloITSM)

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 –

£58,000-£66,000 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

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