At a Glance
- Tasks: Lead a dynamic Service Desk team while providing hands-on technical support.
- Company: Join a forward-thinking organisation with a collaborative culture.
- Benefits: Competitive salary, flexible shifts, and opportunities for career progression.
- Other info: Enjoy a supportive environment with genuine growth potential.
- Why this job: Make a real impact in IT service management and develop your leadership skills.
- Qualifications: Experience in IT support leadership and strong communication skills.
We're seeking an IT Service Desk Team Lead to join a well-established and forward-thinking organisation, leading a small but highly capable Service Desk team that provides critical support across a global business. This is an excellent opportunity for someone who enjoys balancing hands-on technical support with people leadership and is looking to further develop their career within IT Service Management.
As IT Service Desk Team Lead, you'll play a key role in shaping the day-to-day IT support experience for colleagues across the organisation. You'll lead from the front, managing and developing a team of five Service Desk Analysts while remaining actively involved in incident resolution, escalations, and service improvement initiatives. This role offers genuine progression potential for an ambitious individual who wants to build upon their leadership experience and make a visible impact within a growing and evolving IT function.
While the role is predominantly office-based to support collaboration and team leadership, there is flexibility for occasional home working where business needs allow.
Key Responsibilities- Lead, coach and develop a team of Service Desk professionals, fostering a positive and high-performing culture.
- Provide hands-on technical support and act as an escalation point for complex incidents and service requests.
- Oversee daily Service Desk operations, ensuring tickets are managed effectively and service levels are consistently achieved.
- Monitor performance metrics, identify trends, and drive continuous service improvement.
- Manage workload distribution, queue health, and resource planning to maintain excellent service delivery.
- Collaborate with wider IT teams to resolve high-impact issues and support service transitions.
- Ensure clear communication during incidents, service disruptions, and operational changes.
- Maintain and improve knowledge base documentation and support processes.
- Support asset management and lifecycle tracking within ITSM platforms.
- Gather user feedback and contribute to initiatives that enhance both service quality and user experience.
We're looking for someone who combines strong technical support knowledge with a passion for developing people and improving services.
You’ll ideally have:
- Previous experience in a Service Desk Team Lead, Supervisor, or IT Support leadership position.
- Strong understanding of incident, request, and escalation management within an IT service environment.
- Experience managing, coaching, and motivating team members.
- Excellent communication and stakeholder management skills.
- A customer-focused mindset with a commitment to delivering outstanding user support.
- The ability to balance operational delivery with service improvement and strategic thinking.
- Experience working with ITSM tools and service management best practices.
Salary up to £50,000. Permanent, full-time position. Flexible rotating shifts (8-4, 9-5 or 10-6). Predominantly office-based working with some flexibility for home working. A genuine opportunity to progress your leadership career within a supportive and evolving IT environment.
IT Service Desk Team Lead in Cambridge employer: EA First
Join a well-established and forward-thinking organisation as an IT Service Desk Team Lead, where you will lead a dynamic team in a collaborative office environment that values both technical expertise and people development. With a strong focus on employee growth, this role offers genuine progression opportunities within a supportive IT function, alongside the flexibility of occasional home working to enhance work-life balance. Experience a positive work culture that prioritises continuous improvement and outstanding user support, making it an excellent employer for those looking to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Team Lead in Cambridge
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what EA First values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges EA First might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at EA First!
✨Direct Apply to EA First
Let's not forget to apply directly through the EA First website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Desk Team Lead in Cambridge
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at EA First.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at EA First. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at EA First
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
