Cambridge Consultants · United Kingdom
IT Service Desk Team Lead
OVERVIEW Due to internal promotions, we’re looking for an IT Service Desk Team Lead to join our End-User Services department. This is a hands-on leadership ro...
OVERVIEW
Due to internal promotions, we’re looking for an IT Service Desk Team Lead to join our End-User Services department. This is a
hands-on leadership role where you’ll play a key part in shaping the day-to-day IT support experience for colleagues across
Cambridge Consultants.
Cambridge Consultants is a global technology consultancy that helps organisations solve complex technical and business challenges.
Our teams include engineers, scientists, designers, and specialists from a wide range of disciplines, all relying on effective,
responsive IT services to do their best work. As Service Desk Team Lead, you’ll sit at the heart of that experience by managing a
small and capable team, and helping to ensure our IT services are reliable, approachable, and continually improving.
This role offers the opportunity to combine people leadership, management, hands-on technical skills, and service
improvement within an environment where your judgement, ideas, and operational insight genuinely matter.
This opportunity will require you to work on-site the majority of the time, with the option of occasional home working, where the
role allows.
THE ROLE
You’ll take a leading role in shaping the day-to-day experience of IT support at Cambridge Consultants, guiding and developing a
small, highly capable Service Desk team whilst remaining hands-on and close to the work. By leading from the front, you’ll help
ensure incidents and requests are handled efficiently, escalations are managed smoothly, and colleagues receive thoughtful,
reliable support they can depend on.
The Service Desk team is made up of five colleagues based in Cambridge and supports people right across the organisation,
including those working internationally or travelling overseas. As Team Lead, you’ll set clear direction, provide coaching and
encouragement, and create an environment where the team can thrive, grow their skills, and take pride in the service they deliver
as part of the wider IT Services organisation.
This role offers the chance to make a real impact. Working closely with colleagues across IT Services, you’ll help ensure the
Service Desk is ready to support modern endpoint platforms, collaboration technologies, and evolving ways of working. Your insight
from day-to-day service operations will help shape service improvements and ensure that user experience remains central to service
delivery.
RESPONSIBILITIES
Your responsibilities may vary and there’s opportunity for this role to evolve over time, but we’ve provided an example of the
types of things you can expect:
- Provide day-to-day leadership, line management, coaching, and development for Service Desk colleagues, fostering a supportive
and high-performing team culture.
- Provide hands-on support alongside the Service Desk team, handling incidents and requests directly and acting as an escalation
point for more complex or technically nuanced issues.
- Own and manage Service Desk operations, ensuring incidents and requests are logged, prioritised, assigned, and resolved in line
with agreed service levels.
- Monitor and manage Service Desk performance against agreed service levels and operational metrics, using insight from tickets
and trends to drive service quality, prioritisation, and continuous improvement.
- Act as the primary escalation point for Service Desk issues, coordinating effectively with colleagues across IT Services to
resolve more complex or high-impact problems
- Monitor queue health, workload distribution, and emerging trends to ensure effective resourcing, timely response, and
consistent quality of service.
- Ensure clear, timely, and appropriate communication is provided to users during incidents, service disruptions, and operational
changes.
- Maintain high standards for Service Desk knowledge articles, ensuring documentation is accurate, accessible, and supports
effective first-contact resolution.
- Support service transition activities by ensuring the Service Desk is trained, informed, and prepared to support new or
changed services, including company-wide applications, end-user devices, associated policies, and operational processes.
- Ensure Service Desk processes support accurate asset information and lifecycle tracking within FreshService.
- Promote consistent ways of working, documented procedures, and adherence to defined support workflows.
- Identify skills gaps and training needs within the Service Desk, coordinating learning, mentoring, and development
opportunities.
- Engage with colleagues and stakeholders to gather feedback, understand user needs, and represent frontline operational
insight.
- Contribute to service improvement initiatives that enhance user experience, improve operational processes,
and increase service efficiency and reliability.
WHAT YOU CAN BRING
We’re looking for someone with the following skills and experience:
- Proven experience in a Service Desk or IT support leadership role, with responsibility for people management and operational
delivery.
- Strong understanding of incident, request, and escalation management within an IT service environment.
- A people-centred leadership style, with the ability to coach, develop, and motivate colleagues.
- Excellent communication skills, with confidence engaging users, stakeholders, and technical peers.
- A strong user-focused mindset, with a commitment to delivering a reliable and empathetic support experience.
- The ability to balance hands-on operational involvement with prioritisation, oversight, and continuous improvement of services
and processes.
Some projects at Cambridge Consultants are subject to security restrictions. This role requires you to obtain a Security Check
level security clearance ( https://www.gov.uk/guidance/united-kingdom-security-vetting-applicant ). You must be able to work in
the UK without restrictions in accordance with UK National Law and be prepared to successfully undertake an appropriate level of
UK National Security Vetting according to UK Government National Security Vetting criteria.
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By submitting an application to Cambridge Consultants, you confirm that the information provided in this application, together
with any supporting documentation, is true, complete, and accurate to the best of your knowledge and belief. You understand that
any false statement, misleading information, or material omission may render you liable to disqualification from the recruitment
process, withdrawal of any offer of employment, or dismissal without notice if discovered following appointment. You acknowledge
that the organisation reserves the right to verify the information supplied.
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Role
IT Service Desk Team Lead
Category
IT Service Desk
Locations
Published
July 6
Deadline
August 16