Desktop Services Team Leader

We’re looking for a skilled and hands‑on Desktop Team Leader to lead our UKDP Desktop Services team based in Kings Hill. This role is key to modernising our desktop support function and delivering a consistent, secure, and high‑quality experience for users across the Cabot Group.

Key Responsibilities

• Support the IT Leadership team with the overall strategy and transformation of desktop services, helping foster a service focused approach to desktop and end user compute (EUC) services.
• Lead and develop the EUC team, foster inclusive culture, and manage vendor relationships and performance.
• Oversee daily EUC operations, ensure SLA/CSAT targets are met, and act as escalation point for service issues.
• Prepare weekly and monthly overviews of team performance against KPIs and SLAs to the Group Service Operations Manager.
• Maintain endpoint standards, enforce security and compliance via tooling, and support risk controls and vulnerability management for EUC devices.
• Manage end‑to‑end device lifecycle of end user assets, maintaining inventory accuracy, and traceability of asset and configuration item records in the asset database.
• Align EUC with regulatory standards (ITIL/IS27001/PC/SOX/DORA), support audits, and ensure DR/BCP readiness.
• Ensure EUC ways of working align with organisational policies procedures, and ITIL best practice, including incident, problem, and change.
• Represent EUC as a CAB member, reviewing and approving changes as part of the wider IT Change Management process.
• Govern and maintain the EUC Knowledge base, and drive creation of knowledge management articles from the EUC team that support both internal IT users and external colleagues.
• Manage day‑to‑day interactions with OEM/reseller/support providers; contribute to vendor reviews with the Group IT Service Operations Manager and IT Procurement.

Qualifications and Experience

• ITIL qualification.
• Proven experience leading desktop/EUC support across multiple sites with measurable SLA/CSAT improvements.
• Strong grasp of endpoint engineering: standard builds, GPO/profiles/policies, packaging and patch/compliance practices.
• Practical experience of ServiceNow (requests, incidents, changes, knowledge, asset/CI updates).
• Hands‑on with device lifecycle and stock controls; comfortable with audits and reconciliation.
• Effective partnership with Service Desk to enable shift‑left and knowledge reuse.
• Experience in regulated environments (financial services desirable) and working with Security/Risk/Audit.
• Customer‑centric communicator; clear, calm, and credible during incidents.
• Analytical and organised; uses data to prioritise and improve.
• Coaching leadership style; develops people and promotes accountability.
• Continuous improvement mindset; simplifies process and automates where practical.
• Basic credit check and criminal background check required; no sponsorship available.

Benefits and Salary

Competitive salary and fantastic bonus scheme. Benefits include discount and cash back on hundreds of high‑street shops, private health insurance, and much more.

Application Deadline

If this sounds like you and you’d like to join our rapidly expanding company, then apply by Friday 31st October!

Diversity & Inclusion

Diversity and inclusion are very important to us at Cabot. We value a multitude of diverse talent within our business, encourage a culture that includes everyone, and ensure that every candidate and employee are treated fairly and with equal opportunities.