Service Desk Team Leader

2 weeks ago

Cambridge, United Kingdom Bridge Partners Full time

**Service Desk Team Leader (No Technical Experience Required)**

**_ Cambridge_**

**_ £35-40K_**

Do you love helping others achieve their full potential? Do you have exceptional people skills? The Service Desk Team Leader role is a key position in the business, providing practical and people skills at an expert level.

Often working hands-on, this position requires both a passion for technical solutions and a people-first mindset. As someone who likes working in a fast-paced and busy environment, you will be highly organised, positive and approachable and able to remain flexible enough to focus your attention where you’re most needed. Join our team and get ready to make a big impact

**About Bridge Partners**

Bridge Partners is an MSP based in Cambridge, providing outsourced IT around the UK and overseas We're not your average company - we support innovative, ground-breaking SMEs in industries like biotechnology, life sciences, and finance. We're all about long-term relationships that embody our core values of **Clarity**, **Partnership**, and **Quality**.

**_
What we will offer you:_**
- The independence to manage your own work schedule and the option to work from home in coordination with the senior Service Desk team.
- We are a friendly bunch with passion and ambition. We thrive on teamwork, learning, and development.
- We are committed to your personal career growth, and we will provide you with training opportunities to further your technical skills and progress within the business.
- You will be part of our profit share scheme and be able to join our BUPA health insurance and enhanced pension scheme.
- You will receive 25 days holiday plus Bank Holidays, increasing by one day every 2 years you work with us.
- We are situated only a short walk from Cambridge North train station and local bus routes and offer free onsite parking.
- We encourage our employees to socialise outside of work and organise social events throughout the year such as the Cambridge Lockhouse, Go Karting, Crystal Maze, bowling, BBQ’s and dinners.

**The Role**
- Providing motivational leadership to the Service Desk team members through coaching, guidance and by example.
- Overseeing all aspects of performance management from onboarding to setting objectives and development planning, with regular one-to-one reviews.
- Maintaining a service quality focus that can adjust to changes from business and/or client needs.
- Creating learning initiatives and identifying opportunities for increased knowledge sharing and/or gaining experience at an individual or team level.
- Conduction data analysis across multiple team metrics and reporting against KPIs to support strategic decision making.
- Identifying and implementing improvements to tools, technologies, and processes.
- Recognising and representing Service Desk interests, achievements and opportunities to the rest of the business.

**What we need from you**
- 5+ years in a team leadership role, preferably in a technical service-focused environment.
- Decisive, critical thinking and problem-solving skills that result in practical changes that can be measured.
- A positive mindset focused on nurturing talent, creating opportunities and promoting behaviours that reflect our culture.
- A clear vision for delivering and advancing technical support services.
- Exemplary communication, inspiring influencer, empathetic conflict resolution and positive relationship-building competencies.
- Comfortable analysing data, monitoring metrics, and reporting against targets.

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