Service Desk Manager / Technical Team Lead

£58,000 - £66,000 (depending on experience)

We are seeking a dynamic and hands-on Service Desk Manager / Technical Team Lead to oversee a high-performing service desk team delivering technical support across a fast-paced, enterprise-grade IT environment. This is a fully onsite role based in Cambridge, responsible for managing team performance, overseeing escalations, and driving service excellence through process improvement and strong leadership.

Key Skills -

• Lead and mentor a team of 1st to 3rd line engineers, fostering technical development and service excellence

• Own the incident, request, problem, and escalation management processes, ensuring SLAs and KPIs are met

• Act as the final technical escalation point for complex issues across Windows, M365, and network environments

• Champion ITIL-aligned best practices in service operations

• Develop performance reports, trend analysis, and service improvement plans

• Work closely with infrastructure, networking, and cloud teams to ensure end-to-end service continuity

• Drive adoption of automation, standardisation, and process optimisation initiatives

• Support onboarding/offboarding, license management, and asset tracking

• Ensure compliance with company security and data handling policies

• Collaborate with stakeholders, department heads, and external vendors as required

Technical Skills -

• Strong experience with Windows OS, Active Directory, Group Policy, Exchange / M365, Intune

• Knowledge of basic networking concepts (DNS, DHCP, VLANs, VPNs)

• Familiarity with endpoint management tools (e.g., SCCM, Autopilot, RMM tools)

• Experience using service desk/ticketing platforms (e.g., ServiceNow, Freshservice, HaloITSM)

Leadership and Management -

• Proven experience in managing a service desk or technical support team

• Strong stakeholder communication and conflict resolution skills

• Experience setting and tracking SLAs, KPIs, and team goals

• Hands-on support background (ideally up to 3rd line)

Preferred -

• ITIL v3/v4 Foundation (or above)

• Previous experience in regulated or security-conscious environments

• Project delivery or transitional management exposure

What they offer -

• £58,000-£66,000 salary (based on experience)

• 25+ days holiday + bank holidays

• Pension scheme + healthcare options

• Career development, leadership training, and technical upskilling

• Collaborative work culture in a modern Cambridge-based facility

Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy.

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