Service Desk Manager / Technical Team Lead Location: Onsite - Cambridge, UK £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...