Information Technology Service Desk Team Lead

IT Service Desk Team Lead

£25 per hour + holiday pay (initially temporary with the potential to go permanent)

Cambridge (3 days per week)

Are you an experienced IT Service Desk professional with a passion for leadership and continuous improvement? This is a fantastic opportunity for an experienced Team Lead, where you’ll manage day-to-day activities, support your team’s development, and ensure the smooth delivery of IT services within a busy, forward-thinking environment.

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

Role Style and Setup

This is a hands-on leadership role, balancing technical expertise with people management. You’ll be the first point of escalation for your team, ensuring service excellence while also shaping processes, policies, and long-term improvements. The position is initially offered on a temporary basis, with a strong possibility of becoming permanent.

Key Responsibilities

• Lead and support a team of IT Service Desk Technicians, delegating tasks and fostering a collaborative culture
• Take ownership of your team’s systems and services, ensuring high-quality delivery
• Act as the point of escalation for technical issues, troubleshooting across a wide range of systems
• Manage workloads and projects through the IT project management system
• Support training and development needs of your team members
• Drive process improvements and efficiencies within IT service delivery
• Ensure adherence to ITIL and change management best practices

Skills & Experience Required

• Proven experience managing a fast-paced IT Service Desk team
• Strong troubleshooting skills across Windows, Mac, and mobile devices
• Excellent knowledge of Microsoft 365 and Office applications
• Track record of improving IT processes and creating efficiencies
• Ability to communicate effectively with stakeholders at all levels
• 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 2-3 weeks, so those on a longer notice period will sadly not be considered at this stage. Please ensure your CV is clear with a mix of technical hands on work, as well as experience leading a team.

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