IT Service Desk Team Lead
- Location
- Cambridge, England, United Kingdom
Monitor queue health, workload distribution, and emerging trends to ensure effective resourcing, timely response, and consistent quality of service. Ensure clear, timely, and appropriate communication is provided to users during incidents, service disruptions, and operational changes. Maintain high standards for Service Desk knowledge articles, ensuring documentation is accurate, accessible … request, and escalation management within an IT service environment. A people‐centred leadership style, with the ability to coach, develop, and motivate colleagues. Excellent communication skills, with confidence engaging users, stakeholders, and technical peers. A strong user‐focused mindset, with a commitment to delivering a reliable and empathetic support ...