Help Desk Team Lead

Service Desk Team Lead

£20 per hour + holiday pay (initially temporary with the potential to go permanent)

Cambridge (3 days per week)

Are you an experienced Service Desk leader / Customer Service team Lead with a passion for motivating teams and driving service excellence? This is a fantastic opportunity for someone who thrives on coaching, developing people, and keeping a busy service desk running smoothly.

Previous experience as a Service Desk Team Lead / Manager is essential!

Role Style and Setup

This role is first and foremost about people leadership. You’ll be running day-to-day operations, supporting your team’s growth, and ensuring users receive a first-class service. While you don’t need to be the most technical person in the room, you’ll need to provide clear guidance, keep the team motivated, and ensure processes are followed.

The position is initially offered on a temporary basis, with a strong possibility of becoming permanent.

Key Responsibilities

• Lead and support a team of Service Desk Technicians, running regular 1-2-1s and fostering a positive, collaborative culture
• Act as the point of escalation for service desk queries (coordinating solutions with technical experts when needed)
• Manage workloads and priorities
• Monitor and improve service desk performance, ensuring SLAs and KPIs are met
• Support the training and professional development of your team
• Identify and drive improvements in processes, communication, and service delivery
• Build strong relationships with stakeholders across the organisation

Skills & Experience Required

• Proven experience managing or leading a busy IT/Customer Service Desk team
• Strong people leadership skills including coaching, motivating, and developing individuals
• Excellent communication skills and confidence engaging with stakeholders at all levels
• Ability to oversee service delivery and implement process improvements
• Within a reasonable commutable distance of Cambridge and able to work onsite a minimum of 3 days per week

We are looking for someone to start within the next c2 weeks, so those on a longer notice period will sadly not be considered at this stage.

For more information and a full job description, please contact Andy Clarke at The One Group.